Introduction

Use Live Chat to manage customer conversations, monitor team performance, and configure inbox workflows from one workspace.

Live Chat includes tools for messaging customers, assigning work to agents and teams, setting office hours, organizing conversations with tags, and reviewing analytics and reports.

Access these tools from the navigation sidebar on the left.

Live Chat tools

• New Conversation: Send an SMS message or WhatsApp message template directly to existing users or leads.
• Inbox: Manage conversations in a shared Workspace for your team.
• Dashboard: Monitor team performance and productivity in real time.
• Preferences: Configure and preview Inbox changes so agents and teams can follow a consistent workflow.