Chat Support
The Chat tool enables real-time messaging with your users through a widget embedded in your website and product.
The Chat Dashboard
The main chat page is your central hub for managing conversations:
Chat List
The left sidebar shows all conversations:
- Open/Closed Filter — Focus on active or resolved chats
- Search — Find specific conversations
- User Context — See if the chat is from a website visitor or product user
Chat Analytics
The right panel displays:
- Daily Chats Graph — Chat volume over the last 30 days
- Total Chats — Overall conversation count
- Website vs Product — Breakdown by context
The Conversation View
Click any chat to open the full conversation:
The Conversation Window
- Full chat history with timestamps
- Reply to User — Send messages to the user
- Internal Notes — Add notes visible only to your team
The Context Sidebar
Crucial information about the user and their session:
Information
- User ID & Email — Identify who you’re talking to
- Country & Device — Browser, OS, and location for debugging
Activity
- Last URL — The page they were on when they messaged
- Live Events — Real-time view of user actions as they happen
Actions
- Mark as Read — Update conversation status
- Close Chat — Resolve and archive the conversation
Enabling Chat
Chat is enabled through the Dock. In Project Settings:
- Navigate to the Dock section
- Enable the Chat option
- The chat widget will appear in the Dock for your users
Live Events Feature
One of Chat’s most powerful features is Live Events. While chatting with a user, you can see their actions in real-time:
- Page navigations
- Button clicks
- Form submissions
- Errors encountered
This helps you understand their problem without asking them to describe every step.
Best Practices
- Respond Quickly — Users expect fast responses in chat
- Use Context — Check their recent activity before asking questions
- Watch Replays — For complex issues, watch their session replay
- Add Internal Notes — Document solutions for your team