Live Chat with Clients

Live Chat is where your team talks to clients in real time. Clients chat from their portal; you answer from one inbox.

Overview

This guide covers the inbox, starting a chat, passing it to a teammate and emailing the client.

Who Can Access

Live Chat is on the Growth, Pro and Enterprise plans and in the free trial. Team members need View Live Chat to read, Send Live Chat Messages to reply, and Start Live Chat Conversations to begin one.

Step-by-Step Guide

1. Open Live Chat

   Click Live Chat in the sidebar. Conversations are on the left, with an online dot, who it’s assigned to and an unread count.

   

2. Start a conversation

   Pick a client in Start with client… and click the button next to it. Only active clients are listed.

3. Reply

   Write in the box and click Send. You can format text, add emoji, attach a file up to 100 KB or paste an image. ✓ means sent; ✓✓ means the client has read it.

4. Pass it on

   Click Transfer, choose a Team member and confirm. They get a notification and the full history stays.

   

5. Email the client

   Open the details panel and choose Send email. The email goes to their inbox, not the chat.

Good to Know

• Everyone with View Live Chat sees every conversation. Assigning one doesn’t hide it from others.
• A pin is shared by the whole team.
• You can edit or delete your own messages, never the client’s.
• Each client has one conversation. It isn’t closed or archived.
• Your team gets a notification when a client writes after 15 quiet minutes.
• Outside your business hours, clients can get your auto-reply. See What Clients Get Outside Business Hours.

Frequently Asked Questions