Guide
The Inbox
Every conversation — live chat and email — lands in one inbox. Here's how to work through it quickly and keep nothing from slipping through.
Three statuses
Every conversation is in one of three states. Change the status from the conversation sidebar, or press E to close.
Open
Needs attention. New conversations start here, and replies from customers reopen closed ones.
Pending
You're waiting on something — usually a reply from the customer or info from your team.
Closed
Done and dusted. If the customer writes again, the conversation comes back automatically.
Four priorities
Set a priority so the team knows what to grab first.
Your toolkit
Everything you can do with a conversation.
Reply
Write rich-text replies with formatting. Chat replies reach the visitor instantly; email replies are sent to their inbox. You can see when a visitor is typing, and when a teammate is already composing a reply, so you never answer twice.
Internal notes
Switch the composer to note mode to leave a private message for your team — the customer never sees it. Type @ to mention a teammate; they get a notification.
Attachments
Send and receive files up to 25 MB each, in chat and email conversations alike.
Assignment
Give a conversation to a specific person or a whole team from the sidebar. Channels can also assign new conversations automatically, one by one in turn (round robin).
Tags
Add color-coded tags like "bug" or "billing" to keep things organized. Tags show up in reporting too, so you can see what customers ask about most.
Snooze
Hide a conversation until later: 1 hour, 4 hours, tomorrow at 9am, next Monday at 9am, a time you pick — or until the customer replies. It pops back into the inbox when the time comes.
Search and filters
Search across all your conversations from the inbox, and filter the list by status, assignee, channel, or tag to find exactly what you need.
Bulk actions
Select several conversations at once to assign them, change their status or priority, or add and remove tags in one go.
Email a transcript
From the conversation sidebar, send a full copy of the conversation by email — handy for records or for looping someone in.
Block a troublesome visitor
In a chat conversation, open the ⋯ menu in the sidebar and choose "Block visitor IP". That visitor can't send any more chat messages from that address.
Keyboard shortcuts
Fly through your inbox without touching the mouse. Press ? inside the inbox to see this list any time.
| R | Focus the reply box |
| E | Close the conversation |
| J | Next conversation |
| K | Previous conversation |
| S | Snooze |
| ? | Show the shortcut list |
| ⌘ K | Open the command palette |
The conversation sidebar
Next to every conversation you'll find the customer's details: their contact info, custom fields, past conversations, the pages they visited on your site, their satisfaction rating, and a full history of every change to the conversation. It's your cheat sheet for context before you reply.