Live Chat Dashboard

The Live Chat dashboard enables real-time communication with your website visitors. Agents can take over bot conversations, respond to visitor requests, and provide personalized support.

Layout

The interface uses a responsive 3-column layout:

On mobile devices, the layout adapts to a single-column view with navigation between panels.

Chat List (Left Column)

The chat list shows all active and waiting sessions:

• Active Bot Conversations — Sessions currently handled by the AI bot. You can take over any of these.
• Takeover Requests — Sessions where visitors have explicitly requested to speak with a human agent. These are highlighted for priority attention.

Each session entry shows:

• Visitor name or identifier
• Last message preview
• Session status and duration
• Chatbot name

Chat Detail (Center Column)

The main conversation area displays the full message thread:

• Bot messages — AI-generated responses (shown with a bot indicator)
• Visitor messages — Messages from the website visitor
• Agent messages — Your replies as a human agent
• System messages — Status changes (e.g. "Agent joined", "Session ended")

Message Composer

The message input at the bottom supports:

• Text messages with rich formatting
• File attachments (drag & drop or click to upload)
• Keyboard shortcut: Press Enter to send, Shift+Enter for new line

Taking Over a Conversation

1. Select a session from the chat list
2. Click the Take Over button
3. The bot pauses and you begin responding directly
4. When done, click End Chat to close the session (the bot resumes for future conversations)

Info Panel (Right Column)

The info panel shows details about the current session:

Auto-Translation

Enable automatic translation to communicate with visitors in any language:

1. Toggle Auto-Translation in the info panel
2. Select your target language from the dropdown
3. Incoming visitor messages are automatically translated to your language
4. Your outgoing messages are translated to the visitor's language

Translation is powered by Gemini AI and supports all major languages. The translation settings are stored locally per session.

Message Templates

Create reusable message templates for faster responses to common questions:

• Create templates — Write frequently used responses and save them with a descriptive title
• Insert templates — Click a template to instantly insert it into the message composer
• Manage templates — Edit or delete existing templates

Templates are stored per chatbot, so different chatbots can have different template sets.

Example templates:

• "Thank you for contacting us! Let me look into that for you."
• "I'll need your order number to check the status. Could you please provide it?"
• "Is there anything else I can help you with today?"

File Sharing

Both agents and visitors can share files during live chat:

• Drag and drop files into the chat area
• Click the attachment button in the message composer
• Supported file types include images, documents, and PDFs
• Images are displayed inline in the chat; other files show as downloadable links

Best Practices

• Respond quickly — Visitors expect fast responses in live chat; aim for under 2 minutes
• Use message templates — Pre-written responses save time on common questions
• Enable auto-translation — Serve international visitors without language barriers
• Monitor the chat list — Keep the Live Chat dashboard open during business hours
• Set appropriate timeouts — Configure the Live Chat Tool timeout to match your team's availability
• End sessions cleanly — Always use the End Chat button so the bot can resume for the next visitor