Agent Chat

The Agent Chat interface is where you communicate with customers in real-time. This is your primary workspace for handling customer conversations, viewing user information, and managing your active chats.

Interface Layout

• Chat List (Left Panel) - Shows all your active conversations, sorted by preference.
• Conversation Area (Center) - Displays the chat messages with the selected customer.
• User Details Panel (Right) - Shows customer information, notes, and quick actions. Available based on permissions.

Note on Permissions

Some features described in this guide may not be visible or accessible to you depending on your role and permissions. Features marked with Permission Required are only available if enabled by your administrator.

Interface Overview

The Agent Chat interface is divided into three main panels that work together to help you manage customer conversations efficiently.

Main Interface

The primary Agent Chat workspace showing all three panels.

Chat List

The Chat List (Left Panel) shows all your active conversations. Starred chats always appear at the top in their own section, followed by the remaining chats in your chosen sort order.

Click on any chat to select it. The conversation history will load in the Conversation Area (Center), and the customer's profile and notes will appear in the User Details Panel (Right).

Create New Outbound Chat

Start a new outbound conversation via SMS or WhatsApp.

Steps:

1. Click the + (plus) button at the top of the chat list.
2. If you have multiple SMS or WhatsApp channels configured, select the channel from the dropdown.
3. Enter the customer's international phone number.
4. Optionally enter the customer's email address, first name, and last name.
5. Click New Chat to start the conversation.

Search Open Chats

Search for messages or users across all your open chats.

Steps:

1. Click the Search icon next to the menu button.
2. Type your search term in the search box.
3. Results will show matching users and messages.
4. Click a result to open that chat and jump to the relevant message.

Filter by User Tag

Filter your chat list to show only customers with specific tags.

Steps:

1. Click the Filter icon (funnel) in the chat list header.
2. Select one or more tags from the dropdown.
3. Only chats with customers matching those tags will be shown.
4. Clear the selection to show all chats again.

Sort Chats

Change the order in which chats appear in your list.

Steps:

1. Click the More menu (three dots) in the chat list header.
2. Under Sort Chats By, select your preferred sort option.

Sort Option	Description
Newest First	Most recently active chats appear first (default).
Oldest First	Least recently active chats appear first. Combine with the Show only chats awaiting your reply filter to put your longest-waiting customers at the top of the list.
By User Name (A-Z)	Alphabetically by customer name, ascending.
By User Name (Z-A)	Alphabetically by customer name, descending.

Star/Pin a Chat

Pin important chats to the top of your list for quick access.

Steps:

1. Open the chat and click the Star icon (outline star) in the chat header, or right-click the chat row in the list and choose Star.
2. The star turns gold and the chat moves to the top of your list.
3. Click the star again — or choose Unstar from the right-click menu — to remove the star.

Snooze a Chat

Temporarily hide a chat from your list until a later time, so you can focus on other conversations.

Steps:

1. Open the chat and click the Snooze icon (moon) in the chat header, or right-click the chat row and choose Snooze….
2. Pick one of the preset durations or choose Custom… to set a specific date and time.

Result:

The chat disappears from your default chat list. When you open the chat (or it auto-wakes), a banner shows Snoozed until the chosen time with an Unsnooze button next to it.

The chat returns to your list automatically when the snooze period expires or when the customer sends a new message.

Preset	Snoozes until
30 minutes	30 minutes from now
1 hour	1 hour from now
3 hours	3 hours from now
Tomorrow morning	8:00 AM tomorrow
Next Monday	The start of next Monday
Custom…	A date and time you pick from a calendar

Mark a Chat as Unread

Manually mark a chat as unread so it stands out in your list as something you still need to deal with.

Steps:

1. Right-click the chat row in the list and choose Mark as Unread, or open the chat and select Mark as Unread from the chat header More menu (three dots).

Result: The chat shows the unread indicator and is treated as unread by sorting and the Show only unread chats filter, until you open it again.

Filter the Chat List

Quickly narrow the chat list to only the chats that need your attention right now.

The chat list header contains three toggle buttons next to the search icon. Click any of them to switch that filter on; click again to turn it off. The button turns filled when active.

Filter	What it does
Show only unread chats (envelope icon)	Hides any chat where you have already read the latest customer message.
Show only chats awaiting your reply (hourglass icon)	Shows only chats where the customer's most recent message has not yet been answered. Pair with the Oldest First sort to surface the chats that have been waiting the longest at the top.
Show only starred chats (star icon)	Shows only chats you have starred.
Show snoozed chats (moon icon)	Switches the list to show your snoozed chats instead of your active ones. Click again to return to the normal list.

Right-Click Chat Actions

Take action on a chat without having to open it first.

Right-click any chat row in your chat list to open a context menu. The actions apply to the chat you right-clicked, even if a different chat is currently open in the conversation area.

Menu item	What it does
Star / Unstar	Toggles the chat's starred state. The label reflects the current state.
Snooze…	Opens the custom snooze dialog so you can pick a date and time to snooze this chat until.
Mark as Unread	Marks the chat unread so it stands out in your list.
Transfer Chat	Hands the chat to another agent. Only shown if you have the Transfer Chat permission.
Finish Chat	Closes the chat. Equivalent to the Finish Chat action in the chat header menu.

Browse Older Chats

Your chat list loads more chats automatically as you scroll. There is no Load More button — just keep scrolling and older chats appear at the bottom of the list.

Conversation Area

The conversation area displays all messages exchanged with the customer. Messages from the customer appear on the left, and your messages appear on the right.

The Message Toolbar at the bottom of the conversation area is where you compose and send messages. It includes a text input field, buttons for attaching images and documents, an emoji picker, AI writing assistance tools, and the send button.

Send a Message

Send a text message to the customer.

Steps:

1. Type your message in the text box at the bottom of the chat.
2. Press Enter or click the Send button.

Add an Emoji

Insert emojis into your message to add expression.

Steps:

1. Click the Emoji button (smiley face icon) in the message toolbar.
2. The emoji picker appears above the message box.
3. Browse emoji categories or use the search box to find a specific emoji.
4. Click an emoji to insert it at your cursor position in the message.
5. Click the Hide button (down arrow) to close the picker.

Use Canned Replies (Hashtags)

Quickly insert pre-written responses using hashtag shortcuts.

Steps:

1. In the message box, type # (hashtag) to activate the canned replies dropdown.
2. Continue typing after the # to filter replies by hashtag name or content.
3. Use ↑ and ↓ arrow keys to navigate the list.
4. Press Enter to select and insert the reply into your message.
5. Press Esc to close the dropdown without selecting.

Use Slash Commands

Access quick actions and AI features using slash commands.

Steps:

1. Type / in the message box.
2. A menu appears showing available commands, including AI writing tools and chat actions.
3. Use ↑ and ↓ arrow keys to navigate.
4. Press Enter to select a command, or Esc to close.

Command	Description
AI Write a Response	AI generates a complete response based on the conversation context.
AI Spelling and Grammar Check	Checks and corrects spelling and grammar in your typed message.
AI Improve (Sales)	Rewrites your message with sales best practices - compelling hooks, clear CTAs, and confident language.
AI Improve (Customer Support)	Rewrites your message with support best practices - empathy, clarity, and clear expectations.
Transfer Chat	Opens the agent finder to transfer this conversation to another agent or team.
Finish Chat	Ends the current conversation with the customer.

Send an Image

Share an image or photo with the customer.

Steps:

1. Click the Image button (picture icon) in the message toolbar.
2. Select an image file from your computer.
3. Preview the image and click Send to send it.
4. Click Cancel (X) to cancel the upload.

Send a Document/Attachment

Share files and documents with the customer.

Steps:

1. Click the Attachment button (paperclip icon).
2. Select a file from your computer.
3. Supported formats include PDF, Word, Excel, PowerPoint, and text files.
4. Preview the attachment and click Send.

Send a Voice Message

Record and send a voice message to the customer.

Steps:

1. Click the Microphone button.
2. Allow browser access to your microphone if prompted.
3. Record your message.
4. Click Send to send the recording, or Cancel to discard.

WhatsApp Message Templates

Send pre-approved WhatsApp template messages, required when starting or restarting conversations.

Steps:

1. Click the Template button in the message toolbar. A modal window opens showing available templates.
2. Browse or search for the template you need (e.g., "order update", "appointment reminder"). See WhatsApp Templates for detailed guidance on using the template selector.
3. Fill in any required variables (shown as placeholders like {{1}}, {{2}}).
4. Preview the message and click Send.

Scenario	Can Send Free-Form?	Template Required?
Customer messaged within last 24 hours	Yes	No
Customer messaged more than 24 hours ago	No	Yes
Starting a new conversation with a customer	No	Yes
Following up after customer stops replying	No	Yes

AI Writing Assistant

Boost productivity with AI-powered agent assist features. Use real-time AI assistance to generate responses, correct spelling and grammar, and optimize messages for sales or customer support—helping reduce handle time while maintaining quality.

Steps:

1. Click the AI button (sparkle icon) in the message toolbar, or type / in the message input to access AI commands.
2. Select an AI action from the dropdown menu:

AI Action	Description
AI Writing Assistant	Opens the full AI Writing Assistant dialog with all improvement options including specialized options for Sales and Customer Support.
AI Write a Response	AI generates a complete response by analysing the conversation context and learning from previous agent responses. Capable of answering complex questions, but always review before sending.
Spelling and Grammar Check	AI corrects spelling and grammar in your draft without changing the tone or meaning.
AI Improve (Sales)	Optimizes your message for sales conversations—adds compelling hooks, clear CTAs, confident language, and removes hedging words.
AI Improve (Customer Support)	Optimizes your message for support conversations—adds empathy, simplifies language, and sets clear expectations with specific timelines.

Delete a Message

Remove a message you sent (if supported by the channel).

Steps:

1. Right-click (or long-press on mobile) on a message you sent.
2. Select Delete from the context menu.
3. Confirm the deletion when prompted.

React to a Message (WhatsApp)

Add an emoji reaction to a customer's WhatsApp message.

Steps:

1. Hover over a message in the conversation.
2. A floating action menu appears above the message with quick reaction emojis (👍 ❤️ 😂 😮 😢 😡).
3. Click an emoji to add that reaction to the message.
4. To choose a different emoji, click the + button to open the full emoji picker.
5. To remove your reaction, hover over the message again and click the − button.

Result: The reaction appears as a badge on the message. The customer will see your reaction in their WhatsApp app.

Reply to a Message (WhatsApp)

Send a contextual reply to a specific message in a WhatsApp conversation.

Steps:

1. Hover over the message you want to reply to.
2. Click the Reply button (arrow icon) in the floating action menu.
3. A preview bar appears above the message input showing the quoted message.
4. Type your reply in the message input field.
5. Click Send to send your reply.

Result: Your message is sent as a reply linked to the original message. The customer sees your reply with a quote of the original message in their WhatsApp app.

Send a Whisper Message

Send an internal message visible only to other agents (not the customer).

Steps:

1. Click the Whisper tab above the message input.
2. Type your internal message.
3. Click Send to post the whisper.

Search in This Chat

Find specific messages within the current conversation.

Steps:

1. Click the More menu (three dots) in the chat header.
2. Select Search in this Chat.
3. Type your search term.
4. Click a result to jump to that message in the conversation.

Chat Header Actions

The chat header displays customer information and provides quick access to important actions. Access the menu by clicking the three-dot icon on the right side of the header.

View Text Transcript

View a plain-text version of the entire conversation.

Steps:

1. Click the More menu (three dots) in the chat header.
2. Select View Text Transcript.
3. The transcript opens in a new dialog.
4. You can copy or print the transcript as needed.

Show Bot & User Chat

View the conversation between the bot and user before handover to an agent. This is a global toggle — once enabled, bot messages are visible across all chats and the setting is remembered between sessions.

Steps:

1. Click the More menu (three dots) in the chat header.
2. Select Show Bot & User Chat.
3. The bot log indicator appears in the header. Bot messages are now visible in all chats.
4. Click the bot icon in the header to turn off bot messages globally.

Transfer Chat

Transfer the conversation to another agent or department.

Steps:

1. Click the More menu (three dots) in the chat header.
2. Select Transfer Chat.
3. Choose the agent or department to transfer to.
4. Optionally add a transfer note explaining the situation.
5. Click Transfer to complete the handover.

Finish Chat

Close the current conversation when it's resolved.

Steps:

1. Click the More menu (three dots) in the chat header.
2. Select Finish Chat.
3. Confirm when prompted.

Finish All Chats

Close every chat in your active list in one go.

Steps:

1. Click the More menu (three dots) in the chat header.
2. Select Finish All Chats.
3. A dialog shows the number of chats that will be closed. Click Continue to proceed, or Cancel to back out.
4. A progress bar shows chats being closed. When it reaches 100%, click Done to dismiss the dialog.

Close Stale Chats

Close only the chats that have had no activity for a while, leaving your in-progress conversations untouched.

Steps:

1. Click the More menu (three dots) in the chat header.
2. Select Close Stale Chats.
3. Choose a cut-off: 3 days ago, 7 days ago, or Custom (pick a specific date and time — chats with no activity since that point will be closed).
4. Click Preview. The dialog shows how many chats match the cut-off.
5. Click Continue to close them, or Back to adjust the cut-off.
6. A progress bar shows chats being closed. When it reaches 100%, click Done.

Block User

Block a user from contacting your organization.

Steps:

1. Click the More menu (three dots) in the chat header.
2. Select Block this User.
3. Confirm the action when prompted.

Translate Messages

Translate customer messages and enable auto-translation for the conversation.

Steps:

1. Hover over any message from the customer to reveal the message menu (three dots).
2. Click the menu icon to open the message options.
3. Select Translate and enable auto-translate.
4. The selected message is immediately translated, and auto-translate is enabled for this conversation.

Result: Once auto-translate is enabled:

• A Globe icon appears in the chat header indicating translation is active.
• All incoming messages from the customer are automatically translated to your language.
• Your outgoing messages are automatically translated to the customer's language before being sent.
• Translated messages display both the original text and the translation.

Change Translation Language

Override the auto-detected language when the customer switches language or the detection is incorrect.

Steps:

1. Click the Globe icon in the chat header to open the translation menu.
2. The menu shows the current language under Translating to.
3. Use the Search language field to filter the list, or scroll to find the language.
4. Click the desired language to select it.

Result:

• All outgoing messages are now translated to the selected language.
• A banner confirms the language has been changed.
• The override remains active until you reset it or turn off translation.

Turn Off Auto-Translate

Disable automatic translation for the current conversation.

Steps:

1. Option 1: Click the Globe icon in the chat header, then select Turn off translation.
2. Option 2: Hover over any customer message, click the menu, and select Turn off auto translate.

Result: When auto-translate is turned off:

• The Globe icon disappears from the chat header.
• New messages will no longer be automatically translated.
• Previously translated messages remain visible with their translations.
• Your outgoing messages will be sent in your original language without translation.
• Any manual language override is also cleared.

User Details Panel

The User Details Panel appears on the right side of the chat interface and displays comprehensive information about the customer you're chatting with.

View Customer Information

View and edit customer profile information.

Field	Description
Name	Customer's display name
Phone	Phone number (if available)
Email	Email address (if provided)
Notes	Agent notes about this customer. Notes are searchable and will appear in search results when matching.
Tags	Labels applied to this customer for categorization

Use Quick Replies

Access standard replies directly from the user panel.

Steps:

1. Open the User Details Panel.
2. Look for the Replies or Standard Replies section.
3. Click a reply to insert it into the message box.

Hide/Show Panel

Collapse or expand the User Details Panel for more chat space.

Steps:

1. Click the Arrow button to hide the panel.
2. Click the Show Panel button in the header to restore it.

Message Status Indicators

Messages display status indicators to show their delivery state:

Indicator	Status	Meaning
○	Sending	Message is being sent
✓	Sent	Message sent to server
✓✓	Delivered	Message delivered to customer's device
✓✓	Read	Customer has seen the message
!	Failed	Message could not be delivered. Hover over the red triangle to see the error message.

Inline Chat Information

Within the conversation area, the system displays contextual information markers that provide details about chat sessions and AI analysis. These inline elements help you understand the history and context of conversations.

Chat Activity Markers

View details about when chats started, ended, and key metrics for each conversation session.

Chat Activity Markers appear as horizontal lines within the conversation history, marking the start and end of each chat session. These markers show at a glance whether a chat was inbound, outbound, or transferred, along with a sentiment indicator if AI analysis is enabled.

Steps:

1. Look for the horizontal marker lines in the conversation area—these appear at the start and end of each chat session.
2. The marker displays an icon indicating the chat type:
   • Arrow pointing right — Inbound chat (customer initiated)
   • Arrow pointing left — Outbound chat (agent initiated)
   • Repeat/loop icon — Transferred chat
3. If sentiment analysis is enabled, a face icon appears next to the chat type:
   • Green happy face — Positive sentiment
   • Grey happy face — Neutral sentiment
   • Red sad face — Negative sentiment
4. Click on any marker to expand and view detailed information about that chat session.

When you click on a Chat Activity Marker, the following details are displayed:

Field	Description
Chat Summary	AI-generated summary of the conversation (if AI analysis is enabled)
Sentiment	Overall sentiment of the conversation: Positive, Neutral, or Negative
Emotions Expressed by the User	Specific emotions detected in the customer's messages (e.g., Frustration, Satisfaction, Confusion)
AI Chat Tags	Automatically assigned topic or category tags based on conversation content
AI CSAT	AI-predicted customer satisfaction score: Very Satisfied, Satisfied, Neutral, Dissatisfied, or Very Dissatisfied. Hover over the badge to see the confidence level (High, Medium, or Low) and reasoning.
Open Reason	How the chat was initiated: Inbound — Customer initiated the conversation Outbound — Agent initiated the conversation (e.g., via SMS or WhatsApp outreach) Transfer — Chat was transferred from another agent or department Shows "(from waiting queue)" if the customer was in the queue before being connected to an agent.
Close Reason	How the chat ended: User Closed — Customer ended the conversation Agent Closed — Agent finished the chat Agent Transfer — Agent transferred to another agent System Closed — System automatically closed the chat System Agent Transfer — System transferred via routing rules Supervisor Closed — A supervisor closed the chat System: Inactive Chat — Closed due to inactivity timeout System: Agent Offline — Agent went offline during the chat System: Agent is not logged in — Message arrived while agent was logged out
Requested Time	When the chat request was created. For inbound chats, this is when the customer first requested to speak with an agent. For outbound chats initiated by an agent, this is the same as the Allocated Time.
Allocated Time	When the chat was assigned to an agent. For inbound chats, this may be later than Requested Time if the customer waited in a queue. For outbound chats, this is set immediately when the agent initiates the conversation.
Allocated Agent	The agent who handled this chat session. For transferred chats, this shows the agent who received the transfer.
End Time	When the chat session was closed
Queue Wait Time	Time between Requested Time and Allocated Time. This represents how long the customer waited in the queue before being connected to an agent. For outbound chats initiated by agents, this is typically zero or not shown. For missed chats, this shows "Queue wait time (missed chat)" — the time the customer waited before leaving.
Agent First Response	Time between Allocated Time and the agent's first message. This measures how quickly the agent responded after being assigned the chat. For outbound chats, this is the time between initiating the conversation and sending the first message.
Total Wait Time	Time from Requested Time to the agent's first response. This is the total time the customer waited from initial request to receiving a reply — combining both queue wait time and agent response time. For outbound chats, this equals the Agent First Response time.
Duration	Length of the active conversation from the agent's first message to chat close
Chat Tags	Manually assigned tags for this chat session (if chat tagging is enabled). Tags can be added during or after the conversation.

AI Chat Summary

View AI-generated conversation insights including sentiment, emotions, satisfaction prediction, and a summary of the discussion.

When AI analysis is enabled, an AI Chat Summary panel appears after a chat session ends. This provides a quick overview of the conversation without needing to read through all the messages.

Steps:

1. Look for the panel with the sparkle icon and "AI Chat Summary" header after a chat closes.
2. The summary header shows the date range of the conversation.
3. Click the up/down arrow in the header to collapse or expand the summary panel.

The AI Chat Summary displays the following information:

Element	Description
Sentiment Icon	A large face icon indicating overall sentiment: Green happy face — Positive Sentiment Grey happy face — Neutral Sentiment Red sad face — Negative Sentiment
Emotions	Badges showing specific emotions detected in the conversation (e.g., Appreciation, Frustration, Curiosity). Shows "No emotions detected" if none were identified.
AI CSAT	Predicted customer satisfaction displayed as a colored badge: Very Satisfied or Satisfied — Green Neutral — Yellow/Orange Dissatisfied — Red Very Dissatisfied — Dark Hover over the badge to see the confidence level and reasoning.
Summary Text	A concise AI-generated description of what was discussed and the outcome of the conversation
AI Chat Tags	Topic and category tags automatically assigned based on conversation content, displayed as badges

Keyboard Shortcuts

Use these keyboard shortcuts to work more efficiently. Letter shortcuts only fire when you are not actively typing in a message, input, or text field.

Navigating your chat list

Shortcut	Action
↓ / j	Move the highlight down one chat in the list.
↑ / k	Move the highlight up one chat in the list.
Enter	Open the highlighted chat in the conversation area.
Cmd + K / Ctrl + K	Open or close the search panel.
Esc	Close the search panel, the tag filter, or the open chat — whichever is currently visible.

Acting on the chat you have open

Shortcut	Action
s	Toggle the star on the open chat.
z	Start the snooze flow for the open chat.
e	Finish the open chat (asks for confirmation).

Composing a message

Shortcut	Action
Enter	Send the message.
Shift + Enter	Add a new line in the message without sending.
#	Open the canned replies dropdown.
/	Open the slash command menu.
↑ / ↓	Navigate items in the canned replies or slash command menu.
Esc	Close the canned reply or slash command menu.

Permissions Reference

The following features require specific permissions. Contact your administrator if you need access to a feature that is not available to you.

Permission	Features Enabled
AI Writing Assistant	AI menu, auto-response generation, grammar check, tone adjustment
Delete Message	Right-click to delete sent messages
Transfer Chat	Transfer Chat menu option
Close All Chats	Finish All Chats and Close Stale Chats menu options
User Panel	Right-side User Details Panel
View Bot Log	Show Bot & User Chat menu option
Block User	Block this User menu option
AgentChatAllowTranslate	Translate messages and enable auto-translate via the message menu
Supervisor	Supervised Chats and Open Chats tabs
Own Replies	Create personal canned replies

Related Topics

• AI Writing Assistant
• Users
• Chatbot Flows
• My Closed Chats
• User View