Replying in the chat
Conversation list, taking over, closing, visitor profile and keyboard shortcuts.
All conversations are in the Chat tab.
Conversation list
- At the top, a channel filter: All and Website. Messenger, Instagram and WhatsApp will appear here soon.
- A green dot next to a conversation = the visitor is on the website now.
- Each conversation shows how long the visitor has been waiting (“waiting 0:37”), who is handling it, and an “AI” badge when the assistant is replying.
- If no one replies within 60 seconds during business hours, the visitor is offered to leave their number and pick a time for a call.
Writing
- Enter sends the message, Shift+Enter adds a new line. A message can be up to 2000 characters.
- Your first reply automatically assigns the conversation to you (“handled by: You”).
- When someone else is handling the conversation, the field is locked - click “Take over conversation”.
- A human reply turns off the AI assistant in that conversation.
Other buttons
- Visitor profile - this person's call and chat history, where they are and which device they're writing from. See Contact profile.
- Close conversation / Reopen - keeps your list tidy. The visitor can still write, and the conversation will reopen.
Who's writing
The conversation header shows the flag and city (from the IP address), the IP, the language, the page the visitor is writing from and - when your website passes the logged-in user - the name with a “↗” link to their profile, the user ID and email. See Your own button and JavaScript on your website.
Something missing?This documentation describes what the dashboard does today. If something doesn't match or you couldn't find it, ask in the help chat in your dashboard or send a request. Help & support →