Chat with visitors live

New conversations arrive in your inbox the moment a visitor sends their first message, with a sound if you have them on.

#Find conversations

• Unassigned: new conversations nobody has picked up yet. Start here.
• Assigned to me: the ones that are yours.
• All open: everything still waiting on your team.
• Snoozed, Closed and Spam: out of the way, but never lost.

Press j and k to move through the list.

#Reply

Type in the composer and press ⌘ Enter (Ctrl Enter on Windows) to send. You can attach images too. The visitor sees your reply instantly, and a typing indicator while you write.

Under each reply you'll see whether it was read: Seen once the visitor has it in front of them, or Not seen. If they've left, it also shows when your reply was emailed to them.

#Internal notes

Switch the composer to Internal note to write something only your team can see, like context for a teammate you're handing over to. Visitors never see notes, or that you're writing one.

#Assign, snooze and close

• Assign a conversation to a teammate so it's clear who's on it.
• Snooze it until later. It comes back to your inbox when the snooze ends.
• Close it when you're done. If the customer writes again, it reopens as unread.

#Who you're talking to

The panel on the right shows the visitor's name and email if you have them, when they were last seen, whether they came by chat or email, and any ticket linked to the conversation.