Live chat
Inbox & conversations
Work the Chatisto inbox: filter conversations, take over from the AI, use the handoff context, AI-drafted replies and quick messages, and close chats.
The Inbox holds every conversation from your website chat and email.
Filters
| Filter | Shows |
|---|---|
| My chats | Conversations assigned to you. |
| All chats | Everything in the workspace. |
| Unassigned | Visitors waiting for a human that no one has taken yet. |
| Needs follow-up | Visitors who left a message through the offline form. Reply by email. |
Each conversation shows whether the chatbot or a human is handling it, and how long a visitor has been waiting.
Take a chat
When a visitor asks for a human, online operators get a New chat request. Click Accept Chat to take it and the visitor sees that you joined. If you can't, click Decline and pick a reason. With automatic assignment, chats are assigned to you directly and you get A chat was assigned to you.
You can also jump into any conversation the chatbot is handling. As soon as you reply, it switches to live chat and the AI stops answering.
Handoff context
Before you type, check the Handoff context panel:
- AI summary: what the visitor wants, in two lines.
- Intent, Sentiment (positive, neutral, negative, frustrated, mixed) and Topics.
- Why it was escalated, Wait time and how the chat was assigned.
You don't need to scroll through the whole AI conversation to catch up.
Replying faster
- AI assistant: ask it to draft a reply. It uses your knowledge base and skills, and writes in your tone.
- Visitor details: the sidebar shows the contact's properties, country and, if tracking is on, the page they're on right now.
Close a conversation
Close a chat when it's resolved. The visitor sees your Closing Message, and if a human was involved they're asked to rate the conversation (see Handoff & availability). Visitors can also end the chat themselves.
Email conversations
Email threads appear in the same inbox. Chatisto prepares an AI draft for each incoming email so you can review, edit and send. See Email.