# Live chat

Customer conversations from your website's [chat widget](/install) 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](/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.