> For the complete documentation index, see [llms.txt](https://documentation.proto.cx/docs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://documentation.proto.cx/docs/modules/livechats.md).

# Livechats

{% hint style="info" %}
Livechats use [interactions](/docs/getting-started/interactions.md), a consumable resource in Proto.
{% endhint %}

{% hint style="warning" %}
Requires various permissions to view, manage, transfer, export, and download livechats at the individual or team level.
{% endhint %}

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](/docs/modules/ai-agents.md) on a channel. If the agent has a [Live agent handoff](/docs/modules/ai-agents/workflows-and-actions/live-agent-handoff.md) action, it transfers the chat to a live agent. [Chat assignment](/docs/settings/teamspaces/chat-assignment.md) settings determine which agent or team receives it.

Live agents handle livechats from the [Inbox](/docs/modules/inbox.md) dashboard.

***

## Reply to a livechat

1. Select the livechat from the Inbox conversations panel.
2. Enter a reply in the message editor.
3. Press **Send** or **Takeover & send**.

See [Message editor](/docs/modules/inbox/message-editor.md) 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.

{% tabs %}
{% tab title="Assignment" %}

| Field          | Description                                                                                     |
| -------------- | ----------------------------------------------------------------------------------------------- |
| **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".                                                     |
| {% endtab %}   |                                                                                                 |

{% tab title="Details" %}

| Field        | Description                                          |
| ------------ | ---------------------------------------------------- |
| 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 |
| {% endtab %} |                                                      |

{% tab title="AI Analysis" %}
Automated summary and sentiment readings for the conversation. Available in beta.

Use the refresh control to regenerate.
{% endtab %}

{% tab title="Notes & Tags" %}
**Notes** — internal notes visible only to live agents. Select the add icon to create, the edit icon to update, or the delete icon to remove. Use the colour picker to distinguish notes visually.

**Tags** — tags assigned to the chat for filtering. See [Tags](/docs/settings/teamspaces/tags.md).

**Custom fields** — editable custom fields for the chat, as configured in workspace settings. See [Custom fields](/docs/settings/teamspaces/custom-fields.md).
{% endtab %}
{% endtabs %}

***

## Find livechats

In the **Livechats** dashboard, use the search field or filters to narrow results.

| Filter            | Options                                               |
| ----------------- | ----------------------------------------------------- |
| 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](/docs/settings/teamspaces/exports.md) for details.

***

## Delete livechats

1. Go to the **Livechats** dashboard.
2. Select one or more chats by their checkbox.
3. Select **Delete livechats** and confirm.