Answer chats in the inbox

Every chat from your chat widget lands in the Inbox. Each conversation sits next to the visitor's live tab, their recordings and their details, so you can see what they see while you answer.

Find a conversation

The list has four views:

• All: every open conversation.
• Open: conversations someone on the team has taken.
• Waiting: conversations nobody has taken yet.
• Resolved: closed conversations.

Search conversations… matches the visitor's name or email and the last message. The filter button adds Only mine and Snoozed instead. Members who may see only their own conversations see those plus the ones nobody has taken.

Take, assign and close

• Reply to a conversation nobody has taken and it's yours: it moves to your Open view, leaves your teammates' Waiting view, and the visitor sees that you joined.
• Assign hands it to a teammate or to you; Unassign gives it back to nobody. Assigning others needs the Assign and transfer permission.
• Snooze sets a conversation aside: For 1 hour, Tomorrow, 9:00 or Next Monday, 9:00. A new message from the visitor opens it again.
• Move turns the chat into a ticket, keeping the conversation and the visitor's session. See Tickets.
• Resolve closes it. While co-browsing or a call is going on, the button reads End session: it stops both, then resolves. Reopen brings a resolved conversation back.

More holds Watch full screen (while the visitor is online), Visitor details, Email the visitor, and Block. Blocking refuses the visitor's chat messages and calls; Undo in the confirmation, or Unblock later, lets them in again.

Write a reply

The reply box has three modes:

• Reply: the visitor sees it in the chat widget.
• Email, when the visitor left an email: sends your reply to that address.
• Internal note: only your team sees it. The visitor never does.

Enter sends; Shift+Enter starts a new line. The toolbar adds bold, italic, code, a link and emoji. The arrow next to Send offers Send & resolve and Send as email instead.

Files

Click the paperclip, or drop files on the reply box. Each file can be up to 10 MB, with up to 5 files in a message. A message can be files alone. Visitors see images as thumbnails and other files as a download link. Files are stored at an address nobody can guess; anyone who has the link can open the file.

Saved replies

Type / in the reply box to pick a saved reply, then keep typing to filter by its shortcut or name. Members with the Workspace settings permission manage them in Settings › Saved replies: a Shortcut (up to 32 characters: lowercase letters, digits, - and _), a Name and the Message.

Replies by email

When you reply to a visitor who left an email and has been away from your site for more than 2 minutes, coview also emails them: "You have a new reply", with your message and a Continue the conversation link to your site. It sends at most one such email per conversation every 30 minutes. Replying to that email doesn't reach your team: the visitor answers on your website.

Write first

To start a conversation with someone on your site, use Message in Live now or on their customer profile. Choose Show as a bubble or Open the chat window. Someone who isn't on your site gets the message on their next visit, within 7 days; no email is sent.

Beside the conversation

Tabs above the thread switch between Chat, Co-browse (the visitor's tab live, see Show me and Take over), Screen share and Video call (see Voice and video calls) and Session info. The visitor panel shows their status, location, device, current page, recordings, details and attributes.

Keyboard shortcuts

Key	Does
J / K	Next / previous conversation
R	Focus the reply box
N	Write an internal note
E	Resolve the conversation
Enter	Send (Shift+Enter for a new line)