Tidio's live chat conversation panel empowers you to engage with your website visitors in real-time to provide exceptional customer support. In this article, we will guide you through the functionalities of Tidio's conversation panel, helping you become an expert in live chatting.
In this article, you'll learn:
- How to access chat conversations
- How to respond to messages
- How to check whether the message was read by the visitor
- What are the communication channels
- How to transfer the chat to another agent
- How to add internal notes and mentions
- How to leave and solve the conversations
- How to delete a conversation
- How to use the 'Search actions' menu
- How to manage multiple chats (bulk actions)
- How to find the chat history or archived chats
- What information on visitors is available
Accessing conversations
To access the Tidio conversation panel, click on the Inbox icon in the top-left corner of the Tidio menu bar. This will open up the Inbox section, where you can engage with the users who are messaging you:
To learn more about the Inbox in the general, please see this detailed guide.
All new, unassigned conversations will be visible in the Unassigned folder in the Live Conversations section. You can also enable the automatic assignment feature if you wish the chats to be assigned to agents automatically.
To pick up the conversation, you'll need to click on the system/browser notification that pops up (whenever you get a new incoming chat if you're online) or choose a chat from the Unassigned folder. To join the conversation, you'll need to click on the blue join conversation button. The agent who is assigned to the conversation will be responsible for that chat.
Responding to messages
To respond to a visitor's message, simply type your reply in the conversation window and hit enter on your keyboard or the Reply button on the right of the typing preview. You can also send files or pictures during the conversation by clicking on the paperclip icon and dragging and dropping the image into the chat window. Visitors can also share files from their end, enhancing the communication experience.
To enhance your messages, try the AI Tools - it's a kind of reply assistant designed to help customer service agents deliver high-quality, well-composed replies to customers faster. You can access it by clicking the magic wand icon in the bottom-left of your reply window.
With the power of AI, these tools can generate good-looking responses from the input provided by the agent. The available options allow you to rewrite, elaborate, shorten your text input. For email threads, you also get an additional option to summarize the entire thread so far.
The "seen" message status
Tidio's Inbox lets you see whether visitors read the agent's messages. It's a one-way feature: visitors won't see if agents read their messages. Currently, it's exclusive to the live chat channel - not available on channles like Messenger, Instagram, or Whatsapp, or email.
Communication channels
At Tidio, you can receive four types of messages in your conversations tab of the panel. A normal live chat message, Facebook Messenger message, an Instagram message (or story reply), and a WhatsApp message:
Chat
Every chat message will always have the ID assigned based on the first letter/email of the user's name. When responding to a chat, your choice should always be to respond via the Chat mode; this is the default choice.
The red dot on the Chat icon indicates that this visitor is not present on your website at the moment.
Messenger
When you have your Facebook Page integrated with your Tidio account all the messages sent to your page will also appear in Tidio. They might reflect the user's profile picture instead of the letter or a numeric and also have a Messenger Icon to indicate that the message came from the Messenger.
Learn more about Tidio integration with Messenger.
You can integrate your Instagram Business account into your Tidio account; all the messages and sections sent to your Instagram will also appear in Tidio.
Learn more about Tidio integration with Instagram.
If you've integrated WhatsApp with Tidio, you will also be able to respond to incoming WhatsApp messages.
Learn more about Tidio integration with WhatsApp.
Transferring a chat to another agent
At any point, the conversation can be transferred to another agent if you need to step out for a minute or your workload is too heavy at the moment, or if a different agent is better suited to help the visitor.
To transfer a conversation, click the three-dots menu next to the conversation and select the Reassign option (or Assign, if the chat is still unassigned):
You can also use the Select option from the menu and choose multiple conversations and assign multiple chats at the same time. Once you're done, use the Assign button at the top:
From there, select the appropriate person from the list and hit Reassign.
You also have the option to reassign a chat by selecting it from the Assignee list at the top of the conversation itself:
Please note that there are other methods of assigning chats (and tickets), including automatic assignment. Please see this guide for more details.
Adding internal notes and mentions
It is possible to add internal notes inside live conversations, similarly to how they work for tickets. This allows you to leave information or comments that will be invisible to the customer, but visible to any agent who views the conversation. You can also use internal notes to mention agents directly, pinging them to view the conversation (without actually transferring the chat to them completely).
Please see this short guide for more details on using internal notes and mentions in general.
Solving conversations
Finally, when you consider the conversation finished, you can un-assign yourself from the chat at the top of the conversation panel. You can do that by clicking on the Solve button located at the top-right of your panel:
The Solve option allows you to close the conversation (this works for both assigned and unassigned conversations) and mark it as solved in our system.
When there's more than one agent assigned to a conversation, you may see the Leave button as well. This button allows you to leave the chat when multiple agents are assigned to the chat. Another agent can later mark the chat as solved when the conversation is finished and resolved.
If all agents have left the conversation, the next time the same visitor sends you a message, it will be displayed in the Unassigned column, just like any other incoming chat. All agents who are currently online will see the notification and will be able to jump right into the conversation.
It is also possible to solve chats (and tickets) automatically. Please see this guide for more details.
Deleting conversations
To delete the conversation, click on the three dots next to the conversation and press Delete.
To delete multiple chats from your list, click on the three dots next to the conversation and press Select (or just hover your mouse over a chat and check the box that appears). You can either select multiple chats or hit Check all from the bar at the top:
... and then, you can use Delete:
Using the 'Search actions' menu
You can browse through all the available common actions, including (but not limited to) using Macros, starting Flows, creating internal notes, solving conversations, or re-assigning to other agents.
You can navigate the entire menu using your keyboard, and perform most of the actions using keyboard shortcuts.
If you know the action you're looking for, you can also use the search tool at the top:
You can browse the actions via separate tabs as well.
- The All tab lists all of the available actions.
- The AI Tools tab lists only AI-driven actions, like Copilot or Rewrite.
- The Input actions tab only includes actions associated with chatting directly, like using Macros, emojis, links, or sending files.
- The Conversation management tab, on the other hand, lists actions that are associated with handling chats and managing your workload, e.g. solving, tagging, creating tickets, or leaving notes.
When you choose a specific action and click on it, it will me performed immediately; the same happens when you use the associated keyboard shortcut.
Bulk actions
You are not limited to performing certain actions just on single chats, one by one - you can manage multiple chats in bulk as well!
You need to start by selecting just one chat first. In your My Open folder, hover your cursor over a chat you'd like to select, and you'll notice a box appear on the left - click on it to select the conversation:
Alternatively, you can click on the three dots menu next to a given chat, and hit the Select option:
That way, you will be able to manually select any of the other chats that are currently assigned to you. You will also notice a new set of options at the top:
You can use the Check All option (on the left) to automatically select all of your currently assigned chats. This way, you can perform the actions you need (e.g. reassigning the chats, solving, or deleting them) to all those selected chats at once.
You can do the same for chats that have not been picked up by anyone yet - in the Unassigned folder. Use the checkboxes (or the three dots menu) to select one unassigned chat, and then either select other chats manually or use the bulk-action options at the top, same as with earlier examples.
Naturally, you cannot mark these unassigned chats as 'solved,' because they would first need to be picked up by someone (become 'assigned'). However, you can assign multiple chats with the method above, or - if you wish - delete the selected unassigned chats permanently right away.
Chat history
You'll see all archived conversations that you've solved in the Solved folder under the Live Conversations section. Of course, you will find a similar Solved folder for your email communication - in the Tickets section.
If you would like to learn more about how to search for your archived chats, in our article about chat history.
Information on the visitor
You will see a location map and basic info on your visitor in the upper-right corner of your conversation window. This part will display a name/email/ID, the visitor's viewed pages, their browser version, operating system, and IP address. If the Pre-Chat Survey is enabled, all information that the survey collected will display there (e.g., a phone number).
Viewed Pages
The Viewed Pages history displays the most recent page accessed by the visitor within your website (as long as Tidio is installed there). This allows you to identify what the visitor is browsing, like a particular product page. The list also includes a timestamp for the specific page's visit.
Visitor Notes
The Notes tab allows you to leave useful notes and comments to chat conversations. That way, you can include important information about the customer, which may be later helpful for other agents later on.
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