> ## Documentation Index
> Fetch the complete documentation index at: https://docs.bubblav.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Chat with Customers

> Managing conversations and the live support queue

The Live Support dashboard is your command center for customer conversations. Monitor incoming chats, take over from the AI, and resolve issues efficiently.

## The Conversation Queue

### Views

Access different views to manage your workload:

| View           | What You See                                              |
| -------------- | --------------------------------------------------------- |
| **All**        | Complete history of all conversations and support tickets |
| **Inbox**      | Conversations and tickets assigned to you                 |
| **Unassigned** | Support cases waiting to be assigned to an agent          |

### Filters

Filter conversations by status:

| Filter         | What You See                          |
| -------------- | ------------------------------------- |
| **All**        | All conversations and support tickets |
| **Active**     | Currently active support tickets      |
| **Solved**     | Resolved/archived support tickets     |
| **Mine**       | Support cases assigned to you         |
| **Unassigned** | Support cases not yet assigned        |

### Sorting

Sort conversations by:

* **Newest first**: Most recent conversations at the top
* **Oldest first**: Oldest conversations at the top
* **Unread first**: Conversations with unread messages prioritized

***

## Joining a Conversation

<Steps>
  <Step title="Select a Conversation">
    Click on a conversation in the queue on the left side. Unread conversations show a blue indicator with the unread count.
  </Step>

  <Step title="Review History">
    Read the conversation so far in the main chat area. See what the customer asked and how the bot responded.
  </Step>

  <Step title="Join the Conversation">
    When you start typing a message in the input box at the bottom, the conversation automatically switches to human interaction mode. The bot is paused and you can chat directly with the customer.
  </Step>

  <Step title="Respond">
    Type your message and press Enter or click Send. Your messages appear on the right side with your name, while customer messages appear on the left.
  </Step>
</Steps>

### What the Customer Sees

When you join a conversation:

* The typing indicator shows you're responding
* Your messages appear like normal chat messages
* The conversation seamlessly transitions from bot to human agent

***

## The Chat Interface

<Frame>
  <img src="https://mintcdn.com/bubblav-e553cf80/R3ckwS1UlR0o66Bf/images/live-chat-interface.png?fit=max&auto=format&n=R3ckwS1UlR0o66Bf&q=85&s=501fc9213a3136ca4693f52ec77017ab" alt="Live Chat Interface" width="875" height="856" data-path="images/live-chat-interface.png" />
</Frame>

### Message Area

* **Customer messages**: Left side, with timestamp
* **Bot messages**: Right side, labeled "AI"
* **Your messages**: Right side, labeled with your name

### Input Area

* **Text box**: Type your message
* **Send button**: Or press Enter
* **Attachment button**: Send files or images (coming soon)

### Customer Info Panel

The right sidebar shows customer insights and context. Click the info icon to view:

<Frame>
  <img src="https://mintcdn.com/bubblav-e553cf80/R3ckwS1UlR0o66Bf/images/live-support-insight.png?fit=max&auto=format&n=R3ckwS1UlR0o66Bf&q=85&s=d595fc32cd39c73b9361dea156d18360" alt="Customer Insights Panel" width="528" height="447" data-path="images/live-support-insight.png" />
</Frame>

The insights panel displays:

| Info                       | Source                                                 |
| -------------------------- | ------------------------------------------------------ |
| **Name**                   | From conversation or form                              |
| **Email**                  | If provided by customer                                |
| **Current page**           | What they're viewing right now                         |
| **Device**                 | Mobile or desktop                                      |
| **Location**               | Country/region                                         |
| **Started**                | When conversation began                                |
| **Previous conversations** | History of past interactions                           |
| **Integration data**       | Orders, tickets, appointments from connected platforms |

***

## Integration Context

If you have integrations connected, see relevant customer data:

### Shopify Data

* Recent orders with status
* Order totals and items
* Customer lifetime value
* Previous support interactions

### Calendly Data

* Upcoming appointments
* Past meetings
* Booking history

### Zendesk Data

* Open tickets
* Previous tickets
* Support history

<Tip>
  Integration data helps you provide personalized support without asking customers to repeat information.
</Tip>

***

## Managing Conversations

### Proactive Conversations

You can start conversations with visitors before they reach out to you:

1. Go to **Live Support** → **Online Visitors**
2. Find a visitor you want to engage
3. Click **Start Live Chat**
4. Send your greeting message

The conversation appears in your Live Support queue like any other chat.

[Learn more about Online Visitors →](/user-guide/live-support/online-visitors)

### Hand Over to Bot

When the issue is resolved, you can hand the conversation back to the bot:

<Steps>
  <Step title="Confirm Resolution">
    Make sure the customer's issue is fully addressed
  </Step>

  <Step title="Hand Over to Bot">
    Click **Hand Over to Bot** to return the conversation to AI mode. The bot will handle future messages from this customer.
  </Step>
</Steps>

<Note>
  When you hand over to the bot, the conversation state changes from "human\_interaction" back to "bot". The customer can continue chatting with the AI.
</Note>

<Note>
  When you reply to a visitor's message, they will receive an email notification after 5 minutes if they haven't returned to the conversation. This ensures they never miss your response. [Configure email notifications →](/user-guide/live-support/email-notifications)
</Note>

***

## Real-time Updates

The Live Support dashboard updates in real-time:

* **New messages**: Appear instantly as customers send them
* **Unread indicators**: Blue badges show unread message counts
* **Online status**: Green dot indicates when a visitor is currently online
* **Conversation list**: Automatically refreshes when new conversations start

***

## Best Practices

<AccordionGroup>
  <Accordion title="Greet personally">
    Start with a friendly greeting using their name if available.
  </Accordion>

  <Accordion title="Acknowledge the issue">
    Summarize their problem to show you understand before solving it.
  </Accordion>

  <Accordion title="Use customer context">
    Reference their order, page, or history to personalize the response.
  </Accordion>

  <Accordion title="Be concise">
    Keep messages short and scannable. Break long responses into multiple messages.
  </Accordion>

  <Accordion title="Confirm resolution">
    Ask "Is there anything else I can help with?" before closing.
  </Accordion>
</AccordionGroup>

***

## Keyboard Shortcuts

| Shortcut        | Action       |
| --------------- | ------------ |
| `Enter`         | Send message |
| `Shift + Enter` | New line     |
| `Ctrl/Cmd + K`  | Quick search |

\| `Esc` | Close current chat |

***

## Troubleshooting

<AccordionGroup>
  <Accordion title="Messages not sending">
    * Check your internet connection
    * Refresh the page
    * Verify you've claimed the conversation
  </Accordion>

  <Accordion title="Can't see customer info">
    * Customer info appears after they provide it
    * Integration data requires connected accounts
  </Accordion>

  <Accordion title="Conversation disappeared">
    * Check the Resolved tab
    * Another agent may have claimed it
    * Use the All view to find it
  </Accordion>
</AccordionGroup>

***

## Next Steps

<CardGroup cols={2}>
  <Card title="AI Copilot" icon="wand-magic-sparkles" href="/user-guide/live-support/copilot">
    Get AI-powered response suggestions
  </Card>

  <Card title="Reports" icon="chart-line" href="/user-guide/reports">
    View conversation analytics
  </Card>
</CardGroup>