Live chat
Customer conversations from your website's chat widget land here — in the same workspace, next to your team chat and docs, where anyone on the team can pick them up.
The inbox
The operator view has four panes: the queue of conversations (filterable by status and assignment), the active conversation, and a context column showing who you're talking to — contact details, their past conversations with outcomes, satisfaction history, and any Loops linked to them. No tab-switching to find out whether this customer has asked before.
Working a conversation
- Assignment & transfer — take a conversation, assign it to a teammate, or transfer it mid-flight.
- Tags — label conversations for filtering and reporting.
- Canned responses — saved replies with shortcuts, inserted into the composer and edited before sending.
- Internal notes — notes visible only to your team, threaded inline with the conversation. The customer never sees them.
- Bring in the team — a conversation can be raised in team chat for discussion without the customer seeing any of it.
Closing & outcomes
Closing a conversation records a terminal state — the same outcome vocabulary Loops use — so "closed" always carries how it ended. After closing, the widget asks the customer for a quick satisfaction rating, which lands on the conversation and in the contact's history.
When nobody's online
If no agent is available, the widget says so honestly and collects the customer's email; they get a confirmation email and the conversation waits in the queue.
Analytics
The analytics view covers your chosen period: conversation volume, the open queue, average first-response time, average resolution time, and a per-agent breakdown.