Use the Chat Workspace

The Chat workspace brings conversations from different channels into one place. Agents can reply, translate messages, manage tags, and review customer details.

Conversation groups

• Mine: Conversations assigned to the current agent.
• Unassigned: Conversations that do not yet have an agent.
• Team: Conversations handled by other agents.
• Muted: Conversations with notifications muted.
• All: Every conversation the current account is allowed to view.

Common tools

• Translation settings: Configure the languages used to translate incoming and outgoing messages.
• Quick replies: Send a saved response with one click.
• Customer profile: Review phone, email, source URL, and other customer details.

Edit the agent profile

Use the profile control in the lower-left corner to change the agent's avatar, display name, and greeting.

More conversation actions

• Reassign: Transfer the conversation to another agent.
• Mark unread: Return the conversation to the unread state.
• Mute: Stop new-message notifications for this conversation.
• Pin: Keep the conversation at the top of the list.
• Add visitor tags: Classify the customer.
• Add to blocklist: Prevent the visitor from sending more messages.
• End conversation: Close the current support session.

WARNING

Blocking a visitor or ending a conversation directly affects future communication. Confirm the customer and reason before proceeding.