Live Chat & Agents
Handle customer conversations in real time, assign agents, and use the installable mobile app for your team.
Overview
When a bot flow hands off to a human, or when you start a conversation manually, it appears in Live Chat (/chat). Agents and account owners can read and reply to messages, send templates, and attach media.
Chat inbox
- Conversation list — Left panel shows all visible conversations with unread badges
- Message thread — Center panel with full chat history
- Real-time updates — Inbox polls for new messages automatically
- Statuses —
bot(automated),agent(human handling),closed - Templates — Send approved templates from the chat composer
- Media — View and download images, documents, and other attachments
Managing agents
Account owners create agents under Agents (/agents):
-
Create agent
Enter name, email, phone, and password.
-
Set permissions
Enable Can manage chats to allow inbox access.
-
Share login
Agent logs in at
/loginor uses the PWA at/app.
Agent permissions
| Permission | Effect |
|---|---|
| Can manage chats | Agent can open chat inbox and PWA. Without this, only dashboard access. |
| Can view all chats | Agent sees every conversation (supervisor). Can reply only to unassigned or own chats. |
| (default agent) | Sees only conversations assigned to them. Cannot see unassigned queue. |
Conversation assignment
- Manual — Account owner assigns from chat header dropdown
- Bot handoff node — Flow can assign to a specific agent automatically
- Unassigned — Conversations waiting for an agent appear in owner's inbox
Mobile PWA app
Agents can install a lightweight app for faster mobile chat:
-
Open app URL
Visit
https://yourdomain.com/appon mobile. -
Log in
Use agent credentials (must have Can manage chats permission).
-
Install
Tap "Add to Home Screen" or use the install button in the browser.
The PWA supports offline fallback, push-style polling for new messages, and a mobile-optimized chat interface.