Answer chats

The Chat page is where your team reads and answers customers. The AI agent answers first, and you step in when a customer needs a person.

Workspace → Chat

Pick a tab: Assigned (chats an agent is handling), Unassigned (customers waiting for a human), AI (the AI is answering) or Resolved (ended chats).
On Assigned, switch between Mine and Everyone to see your own chats or the whole team's.
To find a chat, click the search icon and type in Search customers and messages. To narrow the list, click the filter icon, then Add filter: for example Handled by or Last activity.
Click a chat to open it.
Type your answer, for example "Your order ships tomorrow," and press Enter. Shift+Enter starts a new line.
To send a picture or a video, click + and choose Photo or video; a picture can also be pasted into the reply box. To ask the customer to fill something in, click + and choose Form.
Read the customer's details in the panel on the right: Phone, Email, Pre-chat answers, the Visitor details (location, browser, Landing page) and their earlier Sessions. Hide User Info and Show User Info fold the panel away and back.

Good to know

Agents see AI chats, the waiting chats and their own. Owners and supervisors see every chat in their inboxes.
The numbers on the tabs count every live chat. The list itself shows the 100 with the latest activity; when there are more, it says Showing the 100 most recent chats, and search or a filter finds the others.
Replying to an AI or Unassigned chat makes it yours. See Take over and hand back.
Images can be PNG, JPG, GIF or WebP up to 10 MB, and videos MP4, MOV or WebM up to 25 MB, with a caption if you like. Customers can send the same from the widget. A video plays in the chat; a MOV recorded in HEVC may not play in every browser.
The AI agent cannot watch a video. When a customer sends one, it asks them to describe it, or hands the chat to your team.
When the AI drafts an answer for you, it shows as AI draft · review before sending. Edit it and click Send, or click Dismiss.
Type / to insert a saved answer. See Use quick replies.
To fix or take back a reply, point at it, click … beside your name, then Edit or Delete. While editing, Enter saves and Esc cancels. You can change your own messages; owners and supervisors can change anyone's. Once a chat is resolved, its messages stay as they are.
The customer sees Edited under a changed message, and a deleted one disappears from their chat. Your team still sees Message deleted, and Earlier text in the thread shows what it said before.