Handling chats
Claim, reply, transfer, resolve, and close conversations from the Live Chat console — and see how each one becomes a feedback item.
Handling chats
Open your project's Live Chat → Conversations tab to work the queue.
The queue
Conversations are grouped by filter:
- Queued — waiting for someone to pick up.
- Active — currently being handled.
- Mine — assigned to you.
- Resolved — answered, within the reopen window.
- All — everything still in play.
A sound and a bell notification let you know when a new chat is waiting.
Replying
- Claim a queued conversation to take ownership (this prevents two agents answering at once).
- Type in the composer and send. The visitor sees your reply instantly, along with typing indicators.
- Use the visitor panel on the right to see their page, device, and location — and to add context (see Knowing your visitors).
Internal notes let you jot something for your team that the visitor never sees.
Transferring
Need someone else? Use Transfer to hand the conversation to another teammate, or send it back to the queue for anyone to pick up.
Working together
Want a hand without handing the chat off? You can invite a collaborator, or join (or request to join) a conversation someone else owns — see Collaboration.
The lifecycle
A conversation moves through a few states:
- Resolved — you've answered and consider it done. It stays reopenable for 24 hours: if the visitor replies in that window, it returns to the queue automatically.
- Closed — the conversation is finished for good. Closing it is what turns it into a feedback item.
To keep the queue tidy, conversations that sit idle are auto-resolved after about 10 minutes, and resolved conversations are auto-closed after 24 hours.
After a conversation is closed, a brand-new message from the same visitor starts a fresh conversation rather than reopening the old one.
Becomes a feedback item
When a conversation is closed, it converts into one feedback item:
- The full transcript is preserved as the customer thread.
- It gets a ticket number and appears in your inbox with the source Live Chat.
- If the visitor shared an email, you can keep replying from the feedback item and they'll get your replies by email — so a conversation can continue even after the chat window is gone.
- It joins the customer's profile and runs through your usual integrations and automations.
The closed chat shows a View feedback link so you can jump straight to it.