Handling chat conversations
A chat conversation is a ticket, so you work it from the same ticket view as everything else — but a few things are tuned for a live, back-and-forth conversation.
Chats in your queue
Chat tickets appear in your ticket list alongside email, on the chat channel. They can be assigned and routed like any ticket, and they update in real time as the visitor types and sends.
Replying in real time
Open a chat ticket and type in the composer as usual. On a chat ticket, a reply is sent straight to the visitor’s widget — they see it appear instantly, and you’ll see typing activity from both sides. You can still add an internal note that only your team sees.
Who you’re talking to
What you know about a visitor depends on the pre-chat form: with it on, you have their name and email; with it off, the visitor is anonymous until they share more. Either way, the whole conversation stays on one ticket.
Chat-tuned ticket properties
The properties panel adapts to a live conversation:
- Type is hidden — it’s an async-triage taxonomy that isn’t useful mid-chat.
- Priority is tucked below the fold but still settable.
Everything else — assignee, group, tags, custom fields, followers — works the same as on an email ticket.
When you step away
If no agent is available and the visitor closes the tab, the offline email fallback emails your reply after the configured wait, so the conversation isn’t lost and the visitor can pick it back up.