Live chat conversations

Conversations from the Support Hub widget arrive under Support → Chat. Each one belongs to a visitor, who may be identified or anonymous, and to the channel it came from.

Before you start: a support channel installed on your site; see Put the Support Hub on your site. A role with Read support widgets to view conversations and Update to reply.

The list

The sidebar shows Conversations with a Live or Offline pill for your connection. Tabs filter to Open, Mine, Closed, and All, each with a count. Search by visitor name or email. A visitor with no name and no email shows as Anonymous visitor.

A red triangle on a row means Human escalation requested: the visitor clicked "Talk to a human" in the widget. Take those first.

Reply

Messages appear in real time. Type in the composer and press Enter to send; Shift+Enter adds a line. The paperclip attaches images, PDFs, and text files.

If the AI is answering this channel, your first reply makes it step back for the Agent Handoff Timeout set under Settings → AI Agent → Support AI. If you do not reply again within that time, the AI resumes. See Turn on AI.

Notes for colleagues

The toggle beside the composer switches it to Internal note. The banner reads "Internal note — only visible to agents", the placeholder changes to "Write an internal note…", and nothing is sent to the visitor. Notes appear in the thread labelled with your name and "Internal note".

Assign, close, reopen

• The Unassigned dropdown in the header assigns the conversation to a colleague, which moves it to their Mine tab.
• Close ends it. Closed conversations stay under the Closed tab with their full history.
• Reopen brings a closed one back. You cannot reply to a closed conversation; the toast says "Reopen the conversation to reply."

What the visitor sees

Out of hours, a visitor who escalates is told the team is offline and when it is back, based on your working hours. If the channel's Email us form card is enabled they can leave a message instead, which arrives by email to the support channel. Conversations from other channels, such as WhatsApp, are read-only here for now.

When it goes wrong

• No conversations are arriving. The widget is not installed, the channel is inactive, or you are looking at the other sandbox side. See the setup guide's troubleshooting list.
• The AI keeps replying after you took over. Raise the handoff timeout or turn off auto-respond for that channel.
• A file will not upload. Only images, PDFs, and text files are accepted.
• The Live pill says Offline. Your browser lost its connection to the server. Messages you send while offline are not delivered; refresh.