Quick Start: Live Chat

Get started with the new Live Chat interface in minutes. This article covers the core actions every agent needs from their first login.

Opening Live Chat

In the left navigation bar, click the Chat icon (speech bubble). The conversation list appears in the left column; the chat window opens in the center.

Finding Conversations to Handle

Use the quick filters at the top of the list:

• "Mine" – conversations assigned to you
• "Chatbot" – conversations in an automated flow
• "Unassigned" – conversations that need to be picked up
• "Unread" – new messages from customers

💡 Set your default view to "Mine + Unanswered" so you never miss a conversation.

Working in the Chat Window

The chat window gives agents everything they need:

• Auto-translate incoming messages in real time
• Send files, images, and multimedia
• Quick reply templates for consistent responses
• Hand off to bot / enable automation with one click
• Invite customers to leave a service review

Customer Profile (Right Panel)

The right panel shows full customer details:

• Basic info: name, email, phone, contact channel, language, region
• Customer tags for classification
• Linked contacts (if the customer uses multiple channels)
• Conversation info: start time, channel, assigned agent

AI Assistant

Click the AI icon in the chat window to:

• Change writing tone (formal / casual / concise)
• Convert text to voice note
• Get smart reply suggestions based on conversation context
• Summarize the entire conversation in one click

Note: AI features consume your plan's AI character quota.

FAQ

How do I transfer a conversation to another agent?

Click the "Assign" icon in the top-right of the chat window and select the new agent.

Is there a time limit for sending messages on Facebook Messenger?

Yes — 7 days from the customer's last message. After that, use an appropriate Message Tag (Order Update, Post-Purchase Update, Account Update).

Can I pin important conversations?

Yes. Right-click the conversation card → "Pin Conversation". Pinned conversations always appear at the top.

How do I unblock a customer?

Open the customer profile → scroll to "Status" → click "Unblock".