Chat

Handling chat conversations — web widget, WhatsApp, SMS, email if configured.

Sections

• Messages — sending, receiving, formatting, attachments
• Transfers — transfer to queue / agent, warm transfer, escalation

Interface

When you accept a chat work item, the main pane shows:

• Message thread — chronological, with customer messages on one side + your responses + prior bot responses on the other
• Input area — bottom; typing + send controls
• Toolbar — canned responses, attachments, formatting, transfer, escalate, hold
• Right sidebar — Customer 360, AI Assist, notes

Concurrent chats

If you have concurrent-conversation permission (usually 2–4 chats simultaneously):

• Left column shows all active chats
• Click to switch context
• Unread indicators show which chats have new messages
• Typing indicators tell you when a customer is composing

Channels

Chat behaves slightly differently per channel:

Channel	Notable
Web widget	Real-time; typing indicators; rich content support; user usually engaged synchronously
WhatsApp	Async by nature; user may not respond for hours; 24-hour session window
SMS	Async; simple text + MMS attachments; number-per-turn segmentation
Email	Async; long-form; multiple attachments common

For async channels (SMS, WhatsApp, email), the conversation may span days. Your Inbox retains open items across sessions.

Bot history

For a conversation escalated from a bot, the full bot transcript is visible above your messages. Read it — the customer expects you to know what they've already told the bot.

Bot messages are visually distinct (icon + optional bot avatar) so you can tell where the bot ended and you begin.

Handoff context

Handoffs from a bot include context fields — session variables the bot collected + summarized. Visible in the right-sidebar Customer 360 tab or in a dedicated Handoff Context tab depending on tenant config.

See also

• Messages — message-level detail
• Transfers — passing to another agent or queue
• Customer 360 — the context that goes with every chat