Chat Box

The Chat Box is where you talk with customers directly. Here you can reply to messages, chat with other agents through private notes, resolve conversations, and manage ticket and pipeline statuses.

Main features:

1. Reply

• Reply to customer messages directly.

• Type your message in the input field at the bottom, or use a quick reply.

2. Private Note

• This lets agents send a chat message that only other agents can read (customers can't see it).

• It's ideal for adding extra context, sharing internal information or leaving a note for a teammate.

• It stays in the chat flow, but it's styled differently from customer and AI messages.

  

3. Private note reminder mode (snooze)

• When you write a private note, you can add a reminder before sending it to your team.

  • Click the ⏰ icon next to Private Note, then set the date and time in the Set Reminder Note pop-up.

    
  • At the time you chose, the system resends the private note and reopens the conversation.

    

4. Ticket & Pipeline widget

• At the bottom right of the input area, there's a widget for:

  • Ticket: see how many tickets are linked and open them directly.

  • Pipeline Status: see and change the current conversation's pipeline status.

5. Attachments & emoji

• At the bottom left of the input field:

  • Paperclip icon: send files such as images or documents.

  • Emoji icon: add an emoji.

6. Quick reply shortcut

• Type "/" to bring up your list of quick replies.

• You can search a quick reply by name straight away, for example /tes, to reply faster.

  

1. Reply to a specific message

• You can reply to a specific customer message using the Reply feature.

• Just click Reply next to the chat bubble you want to respond to.

• A preview of that message appears above the input field.

• Once you send it, your reply keeps a reference to the original message in a "Replied to" box, as shown in the image.

• This helps keep things clear, especially in long conversations or when questions overlap.

How chats look

• Bubble color shows who replied:

  • AI Agent → light blue.

  • Human agent → dark blue.

• The sender's name (agent or AI) appears below each message bubble.