Messaging & Live Chat

Messaging & Live Chat

The Messaging module is the real-time conversation layer shared by customer support and internal team chat. It supports four channel types: live chat (customer-facing), conversation (order/service threads), internal (team-only), and AI (assistant-backed).

Admin: Managing Channels

Go to Messaging → Channels to see every active conversation, sorted with unread ones first. Open a channel to reply, assign it to an agent, pin it, or invite another team member into the thread. Closed channels can be reopened, subject to approval if your workspace requires it.

The Storefront Chat Widget

A floating chat widget is available to storefront visitors — logged in or guest — for real-time support. A new widget conversation creates a live chat channel that appears in the admin queue immediately. The widget shows typing indicators and read receipts on both sides.

Service Fulfillment via Chat

For Service Package purchases, the assigned conversation channel doubles as the project workspace: the agent can start work, submit a fulfillment update, propose an additional charge, and mark milestones complete — all from inside the chat thread, without leaving Messaging.

AI-Assisted Responses

Enable AI-suggested replies under Messaging → Settings — the assistant drafts a response an agent can send as-is or edit, using the same knowledge the admin AI assistant has access to.

Internal Channels

Create team-only channels (not visible to customers) for internal discussion under Messaging → Channels → Create and select type Internal.