Live chat

The live chat is the central workspace for your support team. Conversations from the widget, email, or the API endpoint all land in the same inbox.

Inbox

Filter by status, assignee, tag, or department. Persistent filters survive reloads and tab switches. Bulk actions (assign, close, delete) become available once 2 or more conversations are selected.

Routing

A new conversation is auto-distributed — three modes:

• Round-robin: even spread across all online agents in the department.
• Least-busy: routes to the agent with the fewest open conversations.
• Manual: everything goes to the queue, a lead grabs conversations themselves.

Status & lifecycle

Conversations move between Open, Pending, Resolved, and Closed. A 1:1 ticket is created automatically — status changes on the ticket sync back to the conversation and vice versa.

Internal notes

Write a message visible only to your team via the notes tab or three backticks. Notes can @-mention colleagues — those people get a push notification.

Keyboard shortcuts

Three shortcuts are available in the message input:

• / opens your saved canned responses.
• @ opens the team-mate picker for internal notes.
• Cmd/Ctrl + Enter sends the message without reaching for the mouse.