# Livechats

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Livechats use [interactions](https://documentation.proto.cx/docs/interactions), a consumable resource in Proto.
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Requires various permissions to view, manage, transfer, export, and download livechats at the individual or team levels.
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A livechat is between a person in a messaging channel and a live agent in Proto.

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## Starting a Livechat

In Proto, all chats are initiated by a person on a [messaging channel](https://documentation.proto.cx/docs/modules/ai-agents/publishing) with an [AI agent](https://documentation.proto.cx/docs/modules/ai-agents).

If the AI agent has a [Human Handoff](https://documentation.proto.cx/docs/modules/ai-agents/workflows-and-actions/human-handoff) action, it can transfer the chat to a user (a "live agent") in your workspace. [Chat assignment](https://documentation.proto.cx/docs/settings/teamspaces/chat-assignment) settings determine which live agent and/or team of agents receive inbound chats.

Live agents participate in livechats through the [**Inbox**](https://documentation.proto.cx/docs/modules/inbox) dashboard, a consolidated, realtime display of all AI chats, livechats, and [email tickets](https://documentation.proto.cx/docs/modules/tickets).

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## Reply to a Livechat

Livechats are representative of a messaging thread on channels like WhatsApp, Messenger, and Webchat. The thread's participants can send a new message at any time.

1. In the Inbox dashboard, select the **livechat** from the Inbox panel.
2. The chat will be opened with all prior messages visible from the person, AI agents, and any contributing live agents. Insert a reply into the **message editor**.
3. Press **Send** or **Takeover & Send**.

See [**Inbox**](https://documentation.proto.cx/docs/modules/inbox) for details on:

* Modifying or translating livechat content with AI.
* Replying to livechats with an alias.
* Transferring livechats to another live agent or team.
* Adding attachments, emojis, or variable content to livechats.
* Adding internal notes to livechats.

For additional livechat options, see:

* [**Banning**](https://documentation.proto.cx/docs/settings/teamspaces/banning) — ban abusive people from participating in livechat.
* [**Canned Replies**](https://documentation.proto.cx/docs/settings/teamspaces/canned-replies) — apply preset messages to livechat replies.
* [**Chat Assignment**](https://documentation.proto.cx/docs/settings/teamspaces/chat-assignment) — configure how live agents are assigned new chats.

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## Manage a Livechat

Go to the **Inbox** or **Livechat** dashboards, and select a **livechat**.

The opened Conversation/Livechat panel contains various categories of details:

* **Assignee** — the live agent currently assigned the chat, if any.
* **Assigned teams** — the team(s) currently assigned the chat, if any.
* **Person** — the name of the [person](https://documentation.proto.cx/docs/modules/people) if registered, otherwise "Unknown".

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### Details

* **Livechat ID** — the static chat ID assigned by Proto.
* **App** — the messaging channel facilitating the chat.
* **Description** — editable value for live agents to describe the chat.
* **Status** —  the chat's current status used for filtering, with the following options: **Open**, **Pending**, **Overdue**, **Resolved**, and **Closed**.
* **Created** — date and time the chat started.
* **Rating** — the person's voluntary rating from the [Collect Feedback](https://documentation.proto.cx/docs/modules/ai-agents/workflows-and-actions/collect-feedback) action in a Webchat.

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### Custom Fields

A list of all [**custom fields**](#custom-fields) for a chat. These are editable inputs unique to the workspace.

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### Notes

A list of all internal notes written by live agents, logging pertinent information for the chat. Each note shows the author's avatar and creation timestamp.

* Press <img src="https://849782063-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FXEtIIGTPyKf3CFAsNTzZ%2Fuploads%2F5bgeProCUoOSF4XA8UDn%2FIcon%20-%20Add.png?alt=media&#x26;token=e544ef32-c77b-4f53-9df0-33f1d47eea62" alt="" data-size="line"> to start a new note or <img src="https://849782063-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FXEtIIGTPyKf3CFAsNTzZ%2Fuploads%2FczCHRhPNEBeaFida2Zjz%2FIcon%20-%20Edit.png?alt=media&#x26;token=301df1e1-37f6-4ffd-b183-e447dbe1b07f" alt="" data-size="line"> to edit an existing note.
* When creating/editing, use the colour picker to set a note's background colour, distinguishing it from other notes.
* Press <img src="https://849782063-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FXEtIIGTPyKf3CFAsNTzZ%2Fuploads%2FeDvXPkm5chvOPrhJMntM%2FIcon%20-%20Delete.png?alt=media&#x26;token=866f072c-fbc5-4b48-b899-35282a2a4e64" alt="" data-size="line"> to delete a note and confirm.

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### Tags

A list of [**tags**](https://documentation.proto.cx/docs/settings/teamspaces/tags) assigned to the chat, used for filtering during livechat searches.

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## Find Livechats

In the Livechat dashboard, find chats with the:

* **Search field** — input text to filter chats in the table by keyword match.
* **Filters** – use the filters (Tags, Tag Groups, Custom Fields, Live agent, Team, Status, CSAT score, Created On) to narrow displayed results. Each filter includes a None option to show records where the field has no value.

Use pagination below the table to change the number of tickets display per page, and to navigate across pages.

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## Export Livechats

See [**Exports**](https://documentation.proto.cx/docs/settings/teamspaces/exports) for details.

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## Delete Livechats

1. Go to the **Livechats** dashboard.
2. In the Livechats table, select one or more chat by its **checkbox**.
3. Select **Delete Livechats** and confirm.