Livechats
Manage a repository of all human-to-human chats.
Requires various permissions to view, manage, transfer, export, and download livechats at the individual or team level.
A livechat is a real-time conversation between a person in a messaging channel and a live agent in Proto.
Start a livechat
All chats begin with a person messaging an AI agent on a channel. If the agent has a Live agent handoff action, it transfers the chat to a live agent. Chat assignment settings determine which agent or team receives it.
Live agents handle livechats from the Inbox dashboard.
Reply to a livechat
Select the livechat from the Inbox conversations panel.
Enter a reply in the message editor.
Press Send or Takeover & send.
See Message editor for AI enhancements, attachments, emojis, and internal notes.
Manage a livechat
Select a livechat from the Inbox or Livechats dashboard to open its details panel.
Live agent
The agent currently assigned. Live agent alias — the alias they reply under, if configured.
Teams
The team or teams currently assigned.
Person
The registered person's name, or "Unknown".
Livechat ID
Static ID assigned by Proto
Channel
The messaging channel facilitating the chat
Description
Editable summary of the chat
Status
Open, Pending, Overdue, Resolved, or Closed
Created
Date and time the chat started
Rating
Person's voluntary CSAT rating from Collect feedback
If priority assignment is enabled, livechats from people holding the selected tags are treated as priority: they carry a crown badge, are grouped above other conversations in the Inbox panel, and can skip the assignment queue or bypass an agent's assignment limit.
Priority is decided once, when an AI agent hands the chat to a live agent, and stays with the chat for its lifetime even if the person's tags change afterwards.
Automated summary and sentiment readings for the conversation. Available in beta.
Use the refresh control to regenerate.
Find livechats
In the Livechats dashboard, use the search field or filters to narrow results. The search field accepts up to 256 characters; the platform rejects longer search requests.
Live agent
Select an agent
Team
Select a team
Status
Open, Pending, Overdue, Resolved, Closed
Created on
Presets (Today, This week, etc.) or custom date range
CSAT score
None through 5 stars
Tags / Tag groups
Select from workspace tags
Custom fields
Grouped single-select values
Export livechats
See Exports for details.
Delete livechats
Go to the Livechats dashboard.
Select one or more chats by their checkbox.
Select Delete livechats and confirm.
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