Notes, bookmarks and assignment
Keep what you know next to the chat.
Leave notes on a conversation that the visitor never sees, save messages worth keeping with tags, and give each conversation an owner.
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Internal notes.
Switch the reply box to Internal note and write: the note sits in the conversation at the moment you wrote it, highlighted and signed with your name. It's never sent to the visitor, isn't in their chat bubble or emails, and stays out of message search.
- The Notes button beside the conversation lists them all, each with a link to its place in the chat
- Up to 2,000 characters each
- Whoever wrote a note, or the website's owner, can delete it
Saved messages with tags.
- Save any message
- From the message's menu, yours or the visitor's, with up to 10 tags such as feedback or bug.
- Kept as it was
- The saved copy keeps what the message said when you saved it.
- One list
- The bookmark button above the Inbox lists saved messages, newest first, filtered by tag. Each opens its conversation at that message.
Saved messages belong to the website, so everyone who answers its chats sees the same list.
An owner for each conversation.
Once a website has a member besides you who can reply, each conversation can be assigned to one of you from its header. The list can then show conversations assigned to anyone, to you or to nobody, with the assignee's initials on each row. The person assigned gets an email with a link to the conversation, unless they assigned it to themselves. Visitors always see replies under your chat's name, whoever writes them.
Conversations can be assigned to the website's owner and its members; viewers only read reports. See team access.
How it works, in detail.
The docs page “Chat with your website visitors” goes through it step by step.
Limits worth knowing
- Assignment needs a second person on the website who can reply, and inviting people isn't in the app yet
- Notes are text: they can't carry attachments
- Saved messages are each website's own, so they aren't listed on All websites
- Deleting a conversation deletes its notes and saved messages too
Questions, answered.
Can visitors see internal notes?
Who can delete a note?
What are saved messages for?
Who can a conversation be assigned to?
Does the visitor see who is handling their chat?
More features
- Live chatTalk to visitors with their source, pages and journey beside the chat.Open
- One inboxEvery website's conversations in one place, with open, unread, resolved and starred views.Open
- Who is askingThe visitor's source, location, device and pages, beside the conversation.Open
- Quick repliesSaved answers on a /shortcut, dropped in as you type.Open
- Replies by emailA visitor who has left gets your answer by email, with a link back.Open
- Page alertsA chat message that goes out by itself when someone opens a page you chose.Open
- Replies, reactions and filesQuote a message, react with an emoji, and send files with link previews.Open
- Blocking and searchBlock a visitor, search every conversation, and keep the widget off chosen pages.Open
- Alert soundsA sound for a new message, a goal or a sale while the dashboard is open.Open
See it on your own website.
Every feature is on every plan, with a free trial and no card.
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