Chat works much like popular Live Chat clients such as Google Talk, Facebook Messenger, AIM etc.

You see each message the User types in a grey speech bubble.

Use the reply box at the bottom of the window to send your response. You can use the Send button or just press CTRL + Enter on your keyboard.

Your replies are shown in speech bubbles as well.

User Presence

When a User has read your message, it is marked with a blue double-tick icon.

You can see what what a User is typing as they write to help you to react before they finish their messsage.

You can format your reply in a similar manner to a Ticket. See the Replying to a ticket section for more details. You can attach files to Chat Tickets just as you can with a Ticket reply and Users can send you files.

You can tell if the user you are speaking to is currently looking at the conversation page in the widget by the color of the ticket tab. A blue ticket tab indicates the user is currently viewing the conversation whereas a default grey ticket tab indicates the user is no longer looking at the conversation. This should help you prioritise responding to customers who are actively engaging.

Chat User Information

During the Chat you can switch between the Ticket information and Chat tabs in the Ticket properties pane to get details about the User:

• Ticket Information - Information about the Ticket, Agent assigned to the Chat, User Name and Email, Ticket Ref, Department, Language, etc.