Start a conversation
The Conversations module must be enabled and configured. Guests can start from a public QR action or an allowed website chat widget. Agents use the workspace inbox.
Guest sessions are separate from business accounts. Keep private guest tokens and conversation links confidential.
Agent actions and assignment
Agents only open threads their view permission and scope allow. Reply, assignment, transfer, close and management permissions are separate.
Assigned-only access can remove the previous agent's access when a conversation is reassigned. Find current work through the inbox rather than sharing old private thread URLs.
Delivery and reconnecting
Live delivery needs an authenticated connection, trusted origin and valid access. Removing membership, permissions or entitlement can close a live session.
After a connection failure, reconnect or reload and check persisted history before resending a message. Online indicators reflect recent activity and do not guarantee a staffed response time.
Website chat checks
List each website's exact allowed origin. Scheme, domain and port must match. Guest sessions are restricted to their origin; an agent cookie does not replace a guest session.
For missing messages, check thread assignment, member scope, connection status and request errors. Do not expose private tokens or cookies while debugging.
Guide reviewed 22 October 2026. Available actions depend on your workspace permissions and enabled modules.