Answering Chats

In ticket mode a chat is a ticket like any other. The visitor's first message opens the channel, and everything after that is relayed both ways.

• Visitor messages appear in the ticket channel under the visitor's name.
• Anything your staff write in that channel goes straight back to the widget.
• Claim, tag, rename and close the ticket exactly as you normally would.
• Closing the ticket ends the chat and saves the transcript.

In dashboard mode the conversation only lives on the Live Chat page. Open the Inbox tab, pick a chat and answer from there. The same inbox lists ticket-mode chats too, so you can cover the website without leaving the dashboard.