How to: Chat window

The chat window facilitates the communication between your agents and your online visitors. Through the chat window, you will be able to do the following:

Handle enquiries and answer questions

  • Provide customer support
  • Convert visitors into customers

To conduct these activities properly, you will have to understand how the chat window works and how to use its functions to their full capacity. Below, you can find a rundown of the most important functions and options available in the chat window. Learn how to use Chats section to:

  • Chat with your visitor
  • Switch between chats
  • Make use of message sneak-peek
  • Use canned responses
  • Transfer a chat to another agent or group
  • Share a file with your visitor
  • Create ticket form an ongoing chat
  • Use integrations
  • End a chat
  • Chatting

The most basic and useful function of the chat window is chatting. This can be done by entering text in the chat box and pressing enter. Once you do that, your message will be sent to the visitor.

Text area in chat window

Make sure you keep your messages short and informative and to give your customers some time to read your message before sending next one. Customers love instant replies: try to speed up your typing and lower the response time. Using correct spelling is also something that clients will appreciate.


Chat transfers allow you to transfer a chat to another agent or a group. Do this by selecting More in the chat window and clicking on the Transfer button. Afterwards, you need to select an agent or a group that will receive the chat.

Transferring a chat

This function is useful for the less experienced agents. Whenever they receive an enquiry that is too complicated or requires expert knowledge, they can hand the chat over to a more experienced agent.

File sharing

You can send and receive files over chats using the file sharing option.

Uploading a file from the chat window

Select the file you want to send and click on the Send button.

Confirming file upload

Your customers can send you files using the paper clip icon in the chat window or simply by drag & dropping a file into the chat window.

Customer sending a file

You can use file sharing to pass all kinds of files, for example, marketing materials, product catalogs and guides. For more information about this feature, read the file sharing tutorial.

Creating a ticket

To create a ticket from the chat window, select More and click on the Create a ticket button.

Creating ticket from chat

You will have to specify the email of the visitor and the ticket’s subject. When you’re done, click on the Create a ticket button to finalize.

Ending chats

Once you respond to all the questions or solve all your visitor’s problems, you can close the chat by pressing the X mark that becomes visible after hovering on the circle.

Closing a chat

Alternatively, you can end the chat by clicking on More and then selecting Stop chat button. Then you can close the chat by clicking on Close this window link that will appear in the chat window.

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