When a visitor starts chatting, their conversation appears in your inbox instantly. This guide covers how to jump in, reply, and use reactions and internal notes.
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.
Hovering a message also shows a Reply in thread button. Threaded replies are not built yet — selecting it shows a "coming soon" message and nothing is sent. Use a normal reply, or an internal note, instead.
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, select Resolve to mark the conversation done and clear it out of the active list. Resolved conversations stay searchable, so you can always look back at what was said.
Resolving does not close the chat window on the visitor's side. Their widget stays open, and if they type again TixTalk starts a fresh conversation in your inbox rather than reopening the resolved one. Say goodbye before you resolve.
Attach screenshots or files to a reply when a picture explains it faster than words.