Answer A Live Chat

When a visitor starts chatting, their conversation appears in your inbox instantly. This guide covers how to jump in, reply, and use reactions and threaded replies to keep things clear.

Pick up a conversation

Open the Live Chat section. New and unread conversations are flagged so you can spot them at a glance.

Click a conversation to open it. You'll see the full message history plus the visitor's details on the side.

Start typing in the reply box and send. Your message reaches the visitor in real time, and their replies appear live without refreshing.

Because updates stream in as they happen, you can carry a natural, back-and-forth conversation just like texting.

React to a message

Sometimes a quick acknowledgment is all you need. You can add an emoji reaction to any message.

Hover over the message you want to react to.

Choose an emoji.

Tap the same emoji again to remove your reaction.

Reactions are a light way to say "got it" or "thanks" without sending a full reply.

Reply in a thread

For longer conversations, you can reply directly to a specific message to keep related points together.

Choose Reply on the message you want to respond to.

Type your response — it's attached as a threaded reply to that message.

Open any message to see its full thread of replies.

Threads keep side discussions tidy so the main conversation stays easy to follow.

Add a private internal note

Need to leave context for a teammate without the visitor seeing it? Add an internal note to the conversation. Notes are visible only to your team, never to the customer — perfect for handoffs or reminders.

Wrap it up

When the issue is handled, you can resolve the conversation to mark it done, or end the chat to close the session. Resolved conversations stay searchable, so you can always look back at what was said.

Tip: Attach screenshots or files to a reply when a picture explains it faster than words.