> ## Documentation Index
> Fetch the complete documentation index at: https://egentify.com/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# Manage Live Chats in Egentify

> Read chat conversations, take over from the AI, hand chats back, and archive chats one at a time or in bulk.

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.

## Finding chats

The chat list has three tabs:

| Tab | What it shows |
| - | - |
| **All** | Every active chat |
| **My Chats** | Chats assigned to you |
| **Archived** | Chats you have archived |

Use **Search chats...** at the top of the list to find a conversation.

## 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.

## 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](https://egentify.com/docs/ticketing/managing-tickets.md).

## 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**.

> [!NOTE]
>
> Owners, admins, Technical Specialists, and Chat Supervisors can archive chats. Chat Supervisors can only archive chats from stores they're assigned to.


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