Replying
Open a conversation and type. The visitor sees the reply immediately if their widget is open, and a typing indicator while you write. You can reply to a specific message, which quotes it above yours, and edit a message you have already sent. An edited message is marked as edited so the history stays honest.Internal notes
A note is written in the same place as a reply but is only visible to your team. Use it to hand context to whoever picks the conversation up next.What you can do with a conversation
Assign it
Make it clear who is answering. Anyone can still reply, so an assignment is
a signal rather than a lock.
Share files
Both sides can attach files, served through a signed link that expires so a
copied link does not stay readable forever.
Catch offline messages
When nobody is available, the widget collects the message and an email
address, and it arrives in the same inbox.
Hand off with a note
Leave internal context the visitor never sees for whoever picks it up next.
Requests
A visitor who would rather not wait at all can file a request instead. Those do not appear here: they have their own screen, because a queue of work and a person waiting on the page need different handling.Tickets
See how requests filed by email are triaged and answered.