FAQs in this section

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.