Live chat agents

People handle live chats in the same inbox used for email. An AI chatbot can hand over when a visitor asks for a person or matches a handoff condition.

Set up people and handoff

  1. Open Settings > People and teams > People.
  2. Invite a person and choose their team and role.
  3. Open their Agent settings to set personal hours, leave and work limits.
  4. For an AI entry point, open AI agent > Handoff and choose the receiving team and conditions.

A person must have team access before they can read or answer its conversations. Account administration and conversation access are separate.

Availability and limits

The default Follow team opening hours receives chats while the team is open. Personal working hours can narrow that schedule. Manual online availability can also be used for live chat. Business closures, leave and breaks still apply.

Each person has two limits: concurrent live chats and optional other active conversations. Waiting for a live visitor to type still uses a live place. An email ticket set to Waiting for customer does not use an other-work place. New work waits in the team queue when everyone is full.

You do not need to keep the app open to receive claim alerts. Set email, SMS or Telegram preferences in the person's settings and manage central rules in Settings > Notifications. SMS alerts need SMS credits.

Handling work

Claim a queued conversation to become its owner. A colleague cannot claim it at the same time. The owner replies; teammates can add private notes and ask for help. A manager can transfer work with a handoff note.

Live chat and email share one conversation view. A visitor's presence decides whether Take over is useful. Email follow-up is available when a usable email connection and customer address are present.

Use Resolve when work is finished. Waiting on customer is useful for work that can wait for a later reply. A new reply reopens that work. Live chats keep using the live limit while the conversation is active.

See Teams and routing for hours, absence, assignment, work limits and reporting. See Live chat in Inbox for visitor presence and delivery indicators.