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Chats

The Chats section is where you manage all chat conversations that happen on your website. Whether a conversation was handled by your AI chatbot, a human team member, or a mix of both, you will find it here.

Chat List​

When you open Chats, you will see a list of all conversations on the left side. Each entry shows a preview of the conversation, the visitor's name (if known), and when the last message was sent.

Search and Filters​

Use the tools at the top of the chat list to find specific conversations:

  • Search -- Type a visitor's name, email, or keywords from the conversation to find matching chats.
  • Latest -- Shows all conversations sorted by most recent activity.
  • Unread -- Shows only conversations that have new messages you have not read yet.
  • Transferred -- Shows conversations that were handed off from the AI chatbot to a human team member, or transferred between team members.
tip

Start your day by checking the Unread filter to catch up on any conversations that came in while you were away. This ensures no visitor message goes unanswered.

Reading a Conversation​

Click on any chat in the list to open the full conversation on the right side. The conversation view shows:

Message Types​

Messages are clearly labelled so you can tell who said what:

  • AI chatbot messages -- Messages sent by your AI assistant. These are visually distinct so you can quickly see what the AI said on your behalf.
  • Human agent messages -- Messages sent by you or another team member.
  • Visitor messages -- Messages from the website visitor.

Timestamps​

Every message includes a timestamp so you can see exactly when each part of the conversation happened. This helps you understand response times and the flow of the conversation.

Chat Transcripts​

The full transcript of every conversation is preserved. You can scroll through the entire history from the first message to the last, regardless of whether the chat lasted two minutes or two hours.

note

Chat transcripts are kept indefinitely. You can come back weeks or months later and still read the full conversation.

Replying to Chats​

At the bottom of the conversation view, you will find a rich text input where you can type your response. The input supports:

  • Formatted text -- Bold, italic, and other formatting options.
  • Emoji picker -- Click the emoji button to add emojis to your messages.
  • Quick replies -- Send responses efficiently without switching between tools.

Managing Chats​

Mark as Read / Unread​

You can mark any conversation as read or unread. This is useful for:

  • Marking as unread when you have read a message but want to come back to it later.
  • Marking as read to clear a conversation from your unread list after you have reviewed it.

Session Recording in Chat View​

One of the most useful features is the embedded session recording that appears alongside the chat conversation. While reading a visitor's messages, you can watch what they were doing on your website at the same time. This gives you context that text alone cannot provide.

For example, if a visitor writes "I cannot find the pricing page," you can watch their session recording to see exactly where they got lost.

tip

Always check the session recording when a visitor reports a problem or seems confused. It is much faster than asking follow-up questions to understand what they are experiencing.

Pagination​

If you have a large number of conversations, the chat list is paginated. Use the pagination controls at the bottom to move through pages of conversations.

How Chats Connect to Other Features​

  • Leads captured during chat conversations appear in AI Chat Leads.
  • Chat engagement metrics are tracked on the Dashboard Engagement tab.
  • If a visitor who chatted also made a call, you can find the call in Calls.
  • The Auto Engage tab shows how many chats were started by automatic triggers.
warning

When the AI chatbot transfers a conversation to a human agent, make sure someone is available to respond. Visitors who get transferred and then wait without a reply have a poor experience. Check your team availability settings to avoid this.