Support team & inbox
Add as many support agents as you like. Each answers from their own Support Inbox, chats are routed to the least busy person, visitors see their place in line, and any chat can be transferred.
Support agents
On the Support Team tab, Team Members lists everyone who answers live chats: the people who manage the plugin (shown as Administrator) are always on the team, plus anyone with the Support Agent role. Each row shows the name, email, role and status: Available · 2 chats or Away.
- Add a support agent
Under Add a support agent, enter their Email (and a Name, used for new accounts) and click Add to Team. Someone who already has an account here keeps it and also gets the Support Agent role; anyone else gets a new account and an email to choose their password.
- Add a photo
Add photo (then Change photo or Remove photo) picks an image from the Media Library. Visitors see it beside that person's messages. Only a photo set here is shown to visitors, never a Gravatar (the admin list falls back to the Gravatar).
- They sign in
Agents land straight on their own Support Inbox menu screen ("Keep this page open and switch yourself to Available to receive chats."), with no access to settings, API keys or anything else in your admin. Links to the settings Inbox, for example in assignment emails, open their Support Inbox instead. Administrators answer from the Inbox tab.
- Team Members: everyone who can answer chats, with role, Available/Away status and Add photo
- Reset to Defaults in the sidebar
There's no limit on agents. Remove takes the Support Agent role away (someone left with no role gets your default role) and sends their open chats back to the queue. Only people who can manage user roles (administrators) can add, remove or change photos; creating a new account also needs permission to create users, otherwise: "There is no account with that email, and you are not allowed to create accounts. Ask an administrator."
Routing and the queue
Automatic: the least busy available team member joins at once (ties go to whoever got a chat longest ago). Team picks: waiting chats stay in the queue until someone accepts.
0 = no limit, and new chats go to whoever has the fewest. Set a cap and, when everyone is full, visitors wait and the next free person gets the next one.
"You're number 2 in line" / "You're next in line" under the chat title.
The Inbox shows a Your team bar with each person's load, available people first: "2 of 5 chats" (plus "Full" at the cap), "2 chats" when there is no cap, or "Away".
Transfers
Transfer to… in a conversation offers any team member, Next available team member (back to the queue, keeping the visitor's place; the person handing it over is skipped for two minutes) or The AI assistant. The visitor sees "You've been transferred to Sam, who will continue helping you." or, back in the queue, "We're connecting you with another member of our team. Please stay in this chat."
- Conversation with priority, tags and department
- Transfer menu and Saved replies picker
- Your team bar
File attachments
Visitors send screenshots (PNG, JPEG, GIF, WebP) and PDFs by the paperclip, pasting or dropping a file.
Files are checked by their contents, images are cleaned of hidden data and scaled to at most 2000 px, and everything is stored privately: only the visitor and your team can open them, and they're deleted with the conversation. Files are never sent to an AI provider. Each visitor can send 10 files per hour.
Inbox tools
| Tool | How it works |
|---|---|
| Saved replies | Team Tools → Replies: one per line, "Title: reply". {name} becomes the visitor's name. Up to 30 (a line without a colon is its own title). Three are ready to edit: Greeting, Thanks and Follow-up. Pick them from "Saved replies…" in the Inbox, then edit before sending. |
| Departments | One per line: "Billing: refund, invoice, payment". When a visitor asks for a person, the first department whose words appear in their messages is set; you can also change it in the conversation. The Inbox gets a "Department: Billing" filter for each one. Up to 20. |
| Office hours | "Live Chat Only During Office Hours" (off), Days (Mon–Fri), Opens At 09:00, Closes At 17:00 (HH:MM, in your site's time zone; hours may run past midnight, e.g. 20:00–02:00). Outside them, visitors leave a message even if someone has the Inbox open, and the Inbox shows "Outside office hours: visitors leave a message." |
| Priority & tags | Priority: Normal, High or Urgent. Tags: up to 10, comma separated ("refund, vip"), shown in the list as #refund or #vip. |
| Internal notes | "Internal note (only your team sees it)": never sent to visitors, the AI or the webhook. |
| Transcripts | Download transcript saves the conversation as a text file. |
When a visitor gave an email and hasn't written for two minutes, your team's replies are also emailed to them ("Re: your support request to …"), at most one email every 10 minutes per conversation.
Not sent when you assign one to yourself.
Used by Analytics ("Replied within 15 min").
Click Turn on desktop notifications once. A short tone and "A visitor is waiting for your team" appear when the Inbox tab is in the background.