Conversations
Starting, ending and expiring chats
Start and continue conversations, then end them deliberately or let the configured expiry rules close inactive work.
Messages and rich content
Exchange text and supported rich content while keeping public messages separate from internal discussion.
Message delivery and read receipts
Use message delivery indicators and failure details to distinguish sending problems from a customer who has not replied.
Typing indicators and typing preview
See typing activity and, when enabled, preview a visitor's draft text before the visitor sends it.
Chat queue
Review waiting conversations and understand how routing, priority and waiting time affect their next assignment.
Departments
Maintain translated department choices and optional bot context actions, and use channels and teams to route conversations to suitable operators.
Skillsets and skills-based routing
Define routing skills and visitor conditions, assign skills to operators and match conversations to eligible operators.
Chat limits and wind-down
Set operator workload limits by platform and use Wind Down to finish existing work before becoming unavailable.
Broadcast for acceptance
Offer waiting conversations to eligible operators and assign each conversation when an operator accepts it.
Transferring conversations
Hand a conversation to a permitted operator, team, channel or skill with the context needed to continue service.
Taking and pinning conversations
Take eligible waiting work and keep ticket ownership separate from whether a visitor is visible on your floor.
Postponing conversations
Defer eligible work for a chosen interval without ending its conversation.
Operator reminders
Schedule follow-up on a visitor note and notify the selected operator when it is due.
Internal comments
Keep staff discussion inside a conversation, control who sees it and give operators feedback on individual messages.
Saved responses
Reuse personal, team and website replies in the right language and insert them through the response panel or a shortcut.
Drafts
Keep unfinished email tickets and reopen them when you are ready to continue.
Attachments in conversations
Send permitted files in a conversation and see upload progress or failure before continuing.
Dispositions
Record conversation outcomes and find closed work that still needs classification.
Spam review and blocking
Review detected spam, correct false positives and manage visitor or sender blocking.
Censorship and abuse warnings
Mask configured abusive phrases, warn visitors and block repeat abuse according to website policy.
Sentiment and emotion
Use estimated visitor sentiment and emotion to help decide which conversations need attention.
Conversation translation
Translate eligible conversation text and select the visitor language used for localised messages.
Conversation history and search
Find current and previous conversations and open their messages using dates, search and conversation filters.
Transcripts by email and print
Email or print a conversation transcript and choose which available files to include in the email.
Merging tickets and related conversations
Merge duplicate tickets into one record or link related conversations while keeping their threads separate.
Team chat
Message colleagues, teams, your channel, everyone on the current website or an available AI agent, separately from visitor conversations.
Offline messages
Capture a visitor's contact request when live help is unavailable and route it through the configured follow-up method.
Service levels and response timers
Measure response targets and use waiting timers to identify unanswered conversations.
Chat links
Share links that direct visitors towards selected operators, teams or channels and track referral sources.
Tags and conversation data
Use shared tags, structured fields and business subjects to organise conversations and retain the context your team needs.
Redacting and permanently deleting conversation data
Remove selected visitor message text from the visible conversation and restrict sensitive data according to operator access.