About the Chats Panel

Select which conversations you'd like to reply to from your Chats panel, located on the left side of your Chat List. Here you can choose languages, preview chats, filter for specific types of conversations, and more.
Click the Chat icon in the side panel to view your Chats panel on the left. 

Overview of the Chats Panel

All languages drop-down: Select a chat language if you offer multilingual support. 
Chat Notifications icon : Turn chat notification sounds on or off. Learn More
All chats tab: View all chats from your account. 
Vertical Show More icon : Create, select, and edit filtered Chat Views. Learn More
My chats tab: View chats you've participated in.
Waiting: View chats that are waiting for a participant to join. 
Active: View chats that are in progress. 
Completed: View chats that have ended.
Chat preview: View chat previews.
Alert iconsappear on the Chats panel indicating the number of unanswered chats in each list.

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Tips for Chatting with Customers

Easily respond to customer questions in real-time while utilizing your Knowledge Base articles and saved replies with Wix Answers Live Chat. Toggle between chats you've participated in or all chats, and preview chats that are waiting, in progress, or completed within the Chats panel.Step 1 | Selecting a ChatClick the Chat icon  in the side panel. (For multilingual support) Click All languages and select a language.Click the Vertical Show More icon  from the Chats panel and select a view. Learn MoreSelect a Chats panel tab: All Chats (or selected view): To view all chats in your selected view.My Chats: To view chats you've participated in.Click an icon to view the relevant chat list:Note: Red icons indicate the number of chats within each list. Waiting: Chats that are waiting for a participant to join. Active: Chats that are in progress. Completed: Chats that have ended. Select a chat from the list to view its contents in the center of your screen. Tip:View the exact webpage URL your customer is chatting from in the Info panel at the top right. Hover over the webpage name and click to copy or go to the URL.  Step 2 | Replying to a ChatClick the reply field.Create your reply using any of the following features:Type your reply.Link an article:Click the Knowledge base articles icon .Use the search bar to find a specific article and click to preview.Tip: Click Filters in the search bar to refine your search. Click an option:View article: Opens a preview of the article. Insert content to your reply : Pastes the article contents into your reply.Paste a link to your reply : Pastes the article title as a hyperlink.Link article : Internally links an article without adding content.Add a saved reply: Tip: Create keyboard shortcuts for your replies by adding tags. Learn MoreClick the Saved Replies icon .(Optional) Click Filters to the right of the search field to view results by sharing type.Scroll or search for a specific saved reply and click to preview it. Click Add to reply to insert the saved reply.Insert an attachment: Click the Add attachment icon .  Browse for the relevant file and click Open. Insert an emoji: Click the Add emoji icon .Select an emoji. Click Send. Keyboard shortcuts:Type # and a reply shortcut to add a saved reply. Learn more about saved replies.Type Ctrl + Enter (Cmd + Enter on a Mac) to send your reply. Tips:Link articles with your replies so that later you can analyze your top support issues.Attach images and other files to your replies to provide in-depth directions. Step 3 | Ending a ChatClick End Chat.Select the status your ticket will change to and click End Chat. Learn more about ticket statuses. Notes:You can also leave a chat, in case another agent is taking over, by clicking the End Chat drop-down icon and selecting Leave Chat.If a customer replies to a chat that has ended, it appears in the All chats tab under Waiting where any agent can respond.

3 min read

Working with Chat Views

By default, your Chats panel displays all chats from your account. You can add filters to your Chat Views to focus on conversations from specific widgets, or with defined labels, priorities, custom fields, and more. Save your filtered Chat Views so that other team members can also use them. Creating a New Chat ViewCreate filtered Chat Views so that you and other agents can easily focus on conversations from specific widgets. You can also add label, priority, or custom field filters to fine-tune which chats you see. Once you've created a view, you can save it for other team members to access.Show me howTo create a new Chat View:Click the Chat icon  in the side panel. Click the Vertical Show More icon  from the Chats panel and select a view.  Click + Add Filter.Enter a filter you'd like to add and select it from the list, or scroll down and select it. Choose from the following filters:Priority: Select a priority level(s) to filter. Labels: Search for and select the label(s) you'd like to filter under the relevant option:Include any: Include chats with any of the selected labels. Include all: Include chats with all of the selected labels. Exclude: Include tickets that do not have the selected labels. Chat Source: Filter for chats from Any widget or select Specific widget and select the widget(s) you'd like to filter. Assigned to/by: Select the relevant option:Assigned to: Include chats that are assigned to specific agents or groups.Assigned to no one: Include chats that are not assigned. Assigned by: Include chats that are assigned by specific agents.Replied by: Select the relevant option:Replied by a specific agent: Include chats that have been replied to by specific agents. Replied by anyone: Include chats that have received a reply.Replied by no one: Include chats that have not received a reply.Custom fields: Include chats filtered by custom fields.(Optional) Save your view:Note: You must be an admin to save views. Click Save View as or click the Save View drop-down  and select Save View as.Enter a name for the view and click Save View.  Editing a Chat ViewModify an existing Chat View to adjust the chats it displays. You can choose to save over an existing view, save a new view, or not save at all.  Show me howTo edit an existing Chat View:Click the Chat icon  in the side panel. Click the Vertical Show More icon  from the Chats panel. Hover over the view you'd like to modify and click Edit. Edit your view:Add a filter: Click + Add Filter and add a new filter.Edit an existing filter: Modify the settings of your filter. Remove a filter: Click the X icon  next to your filter.Rename view: Change the name of your view:Click the Show More icon  next to the view name. Select Rename view and edit the name of your view. Click Update.Delete view: Delete your saved view:Click the Show More icon  next to the view name. Select Delete view. Click Yes. (Optional) Choose a saving option:Note: You must be an admin to save views. Save View: Save changes to your existing view by clicking Save View then Yes.Save View as: Save a new view:Click the Drop-down icon next to Save View and select Save View as.Enter a name for your view and click Save View.Note: Click Reset view to revert to the latest saved version of your view. 

3 min read