Current Chat workspace and panels
Switch between a visitor's conversations and arrange the reply, information and supporting panels around your work.
What it is
Current Chat is the workspace for reading and replying to a selected conversation. Tabs let you move between a visitor's conversations. Supporting panels keep responses, notes and other context beside the transcript.
Who uses it and why
Operators use it to keep the right conversation selected while replying, checking information or switching channels.
Where to find it
Select a visitor on the floor or a conversation in the chat tray. Your panel preference is under Settings › Account › My Account. Website default tabs are under Settings › Chat › General Settings.
How it works
- Open the visitor and check the selected conversation tab. Tabs show channel and conversation context, including status and assignment where applicable.
- Select another conversation tab to read or reply to that conversation. Hover over tabs for further conversation details.
- Choose supporting tabs such as Responses, Links, Products, Conversations or Notes. Available tabs depend on the selected channel and your website's enabled features.
- Expand or minimise the information areas to suit the available screen space. Use Pin Information Area to keep the bottom information area open, or Unpin Information Area to release it.
The workspace remembers supporting-tab selections for the visitor while you work. It can also remember the selected conversation. If a remembered tab is unavailable, the workspace uses an available alternative.
Checks for unfinished contact edits or drafts can interrupt a switch or close action. Complete or discard the work using the prompt before continuing.
Configure it
With Chat, open My Account and enable Keep both side panels always visible if you want both supporting panels to remain beside the conversation. Save your account changes.
An administrator with Settings can choose the default supporting tabs in Settings › Chat › General Settings. Left Column Default Tab and Right Column Default Tab apply to Expanded Visitor View. Individual visitor selections can take precedence over those defaults.
Settings
| Setting | Where | Applies to | Default | Who can change it | What it does |
|---|---|---|---|---|---|
| Keep both side panels always visible | Settings › Account › My Account | operator | Off | Developer role, Co-Browse role, Manager role, Settings role, Chat role, Video Chat role, Live Shows role, Stats role, Monitor role, Top Stats role, Audit role, Bot Trainer role, Reports role, Reports Dashboard role, Store App role, Video Feed role | Keeps both supporting panels visible beside the chat instead of relying on the usual responsive layout. |
| Default selected tab in selected visitor area | Settings › Chat › General Settings | website | Conversations | Settings role | Chooses the initial supporting tab when no visitor-specific selection applies. |
| Left Column Default Tab | Settings › Chat › General Settings | website | Responses | Settings role | Chooses the initial left supporting tab in Expanded Visitor View. |
| Right Column Default Tab | Settings › Chat › General Settings | website | Conversations | Settings role | Chooses the initial right supporting tab in Expanded Visitor View. |
Permissions
| Permission | Lets you |
|---|---|
| Chat | Use the conversation and reply workspace and access personal panel preferences in My Account. |
| Settings | Configure website default supporting tabs in Chat General Settings. |
Limits and good to know
- Screen size affects how much of the workspace fits and which areas collapse.
- Voice conversations hide content tabs that do not apply, including Responses, Links, Products and Offers.
- Changing layout does not change conversation ownership or grant access to customer data.
- Personal information can change visibility after a conversation is taken or transferred.
- Closing a tab or returning to the floor does not by itself mean the conversation has ended.
Depends on and works with
View all connections as a list
This feature uses
- Chat trayEnhances
Chat tiles provide a direct way to open the workspace.
- Operator replies and commentsEnhances
The selected conversation determines the reply area and available send controls.
- History and message inspectionEnhances
Transcript reading preserves conversation-specific reading positions during switching.
- Visitor and conversation information panelsEnhances
Supporting panels display the selected visitor and conversation context.
- DraftsEnhances
Saved email ticket drafts can reopen in a draft tab within the conversation workspace.
- Messaging conversationsEnhances
Channel identity determines the conversation tabs and applicable actions.
- Customer identity and conversation visibility permissionsConfigured by
Personal-data access affects the information visible when conversation ownership changes.
- Operator settingsConfigured by
Operator account preferences control the supporting-panel layout.
Used by
- Chat trayRelated
Selecting a chat tile opens its conversation workspace.
- History and message inspectionRelated
The conversation workspace restores the reading position when you switch conversations.
- Visitor and conversation information panelsRequires
The selected visitor and conversation determine the context shown by the panels.
- Console keyboard shortcutsEnhances
Built-in shortcuts open panels in the conversation workspace.
- Virtual Assistant task pauses and handoverEnhances
Conversation task controls expose pause, resume and cancellation to operators.
- Ask AI beside a visitor conversationRequires
The conversation pane contains the Ask AI tab.
FAQ and troubleshooting
Why is my default tab not selected?
The workspace may have remembered a selection for this visitor. A channel or unavailable feature can also prevent the configured default from appearing.
Why have the Products and Responses tabs disappeared?
Check the selected conversation's channel. Voice hides several content tabs. Other tabs depend on the website's enabled features.
Why does switching visitors show a prompt?
You may have unfinished contact edits or a draft that needs a decision before the workspace can close.
How do I keep information visible while replying?
Use Pin Information Area for the bottom area, or enable Keep both side panels always visible in My Account.