The inbox
Where every chat from your websites arrives, how to filter the list, and what you see beside a conversation.
Every chat started on your websites arrives in the Inbox. Your whole team works from the same inbox, so a visitor gets one answer, not three.
The list
The conversations with the newest messages are at the top. Each one shows the visitor's name (or Visitor and a short code until they tell you who they are), their last message, how long ago it arrived, and which website and page it came from. A green number counts the messages you have not read yet.
Above the list, choose which conversations to see:
- Open: everything still in progress.
- Mine: open conversations assigned to you.
- Unassigned: open conversations nobody has taken yet.
- Closed: finished conversations.
With more than one website, All websites narrows the list to one of them.
A conversation
Click a conversation to open it. The visitor's messages are on the left and your team's on the right, each with its time. Under each reply you see who sent it, and Seen once the visitor has read it. Yellow messages are internal notes, which the visitor never sees.
While the visitor is typing, you see it under their last message.
About the visitor
The panel on the right tells you who you are talking to:
- Online now, and the page they are viewing.
- The website they are on, and where the chat started.
- Visits, First seen, Referrer (the site that sent them, or Direct) and Location.
- Recent pages: what they read on your site, newest first.
Next: Reply to a visitor and Assign, close and reopen chats.