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Every conversation customers have with your chat widget appears under Chats in your dashboard sidebar. From there you can read along, step in when a customer needs a person, and keep the list tidy.

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Finding chats

The chat list has three tabs: Use Search chats… at the top of the list to find a conversation.

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Taking over a chat

Open a chat and type in the reply box. Sending a message takes the chat over from the AI, and the customer sees your reply in the widget. When you’re done, click Resume AI Assistant to hand the chat back. The AI picks up where you left off, with the full conversation as context.

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When the AI creates a ticket

Once the AI creates a ticket from a chat, it stops answering in that chat. The customer gets a confirmation email and can reply in the chat or to the email, and their replies go to the ticket. Your replies on the ticket appear in the chat, and also go by email unless the customer is active in the chat. See Managing tickets.

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Archiving chats

Archiving hides a chat from All and My Chats but keeps the whole conversation. To archive one chat, open it and click the archive button in its header. To archive several at once:
1

Select chats

Tick the checkbox next to each chat, or use Select all shown to select every chat loaded in the list.
2

Archive them

Click Archive selected. Large selections are archived in batches, with progress shown on the button.
3

Undo if needed

A message confirms how many chats were archived. Click Undo to restore them, or View archived chats to see them.
To bring chats back, open the Archived tab, select them, and click Restore selected.
Owners, admins, Technical Specialists, and Chat Supervisors can archive chats. Chat Supervisors can only archive chats from stores they’re assigned to.