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    Home  >   FAQs   >  How do I navigate the Live Chats module?
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    What must I do when I need help regarding Vtiger CRM? What is a service contract? How can I create a service contract? How do I create a service appointment for a service contract? Is there a shortcut to create a service contract? What do you mean by Live Chats? What is the Live Chats feature in Vtiger CRM? Who can use the Live Chats feature? How do the Live Chats work? How are Live Chats used in today’s industries? In which editions of Vtiger CRM is the Live Chats feature available? What are the benefits of using the Live Chats feature? What is the Live Chats module? What is a Private tab in the Vtiger Live Chats module? How do I install Live Chats feature? How do I access the Live Chats module? How do I use the Live Chats? What social platforms can be integrated with Live Chats? What are Chat Insights? What are Chat Ratings and Metrics? What are Client Ratings and Feedback? What are Reviewer Ratings and Notes? What are Chat Metrics? What kind of metrics can I generate from Live Chats? If I disable an agent from one tracker, will the agent be disabled from other trackers as well? What are the benefits of Service Contracts? How do I create a Work Order from a Service Contract? Can I export my Service Contracts data in the form of a spreadsheet? How do I export the Service Contract data into a spreadsheet? Can I import Service Contracts? How do I track the Live Chats?

    How do I navigate the Live Chats module?

    Table of Contents
    The Live Chats module in Vtiger CRM provides a centralized interface for managing, tracking, and engaging in live chat conversations with website visitors or customers. It offers essential features and functionalities to streamline communication, provide real-time support, and maintain a comprehensive record of chat interactions within the CRM system.

    Let's divide the Live Chat screen into three sections into the following: 
    Section One
    Following are the actions in the left section:
    • Conversation Filters: You can filter conversations such as All, My, New, and Open Conversations.
    • Channel Filters: You can filter incoming chat channels like All, Facebook, Instagram, and more.
    • Chats tab: Displays a list of new incoming chats. Once you select a chat, the chat status changes to Open.
    • Agents tab: Displays a list of online agents.

    Section Two
    You can see the live chat conversation in the center section. 
    Following are the actions in the center section:
    • Open icon: Opens the chat transcript in a new tab.
    • Tags: Allows you to add a tag to the chat.
    • More: Give you a list of options like Transfering a chat, scheduling a conference, adding a case, and more.
    • Reply tab: You can enter the required response in the field provided.
      • Rephrase: Click to rephrase the entered response with the help of AI.
      • Attachment: Click to add an attachment.
      • Send: Click to send the entered response.
    • Private tab: You can send a private response in the live chat to keep the data confidential.
    Section Three
    Following are the actions in the right section:
    • Templates: You can select from the list of response templates available.
    • View Transcripts: You can view the list of older live chats.
    • Agent Status: Displays a list of statuses. Select one from the list that best describes your status. 
    • Related tab: Displays One View by default. One View displays all the details related to the customer in one place.
    Other Related tabs: Hover over the related tab to view documents and locations related to the customer.
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