Managing the Chat Inbox

The chat inbox centralizes all visitor conversations in one place so your team can respond quickly.

How chat works

A chat widget appears on your live site (bottom-right corner). When a visitor sends a message, it appears in your Admin > Inbox. You or your team can respond in real time.

Inbox layout

Conversation list — Left panel shows all conversations sorted by most recent
Chat thread — Center panel shows the full message history with the selected contact
Contact details — Right panel shows the contact CRM record, tags, and activity

Responding to messages

Type your reply in the message box and press Enter to send. The visitor sees your response instantly on the website.

If a visitor leaves the site before you respond, they receive your reply via email (if they provided their email address).

Average response time matters. Leads who receive a reply within 5 minutes are significantly more likely to convert. Enable mobile notifications so you can respond even when away from your desk.

Chat assignment

New chat conversations are assigned based on your CRM assignment rules. If round-robin is enabled, chats rotate across available team members.

Canned responses

Create pre-written replies for common questions:

"Thanks for reaching out! I would be happy to help you find the right project."
"That project is currently in Platinum access. Want me to check allocation availability?"

Access canned responses by typing / in the message box and selecting from the list.

Managing the Chat Inbox