Product Capabilities
Chat is a customer communication platform built around a website widget, an operator workspace, automation, knowledge bases, ticket boards, and public APIs. The modules below share the same workspace, contact, conversation, and realtime event model.
Conversations
What it does: collects customer messages from the widget and connected channels into one operator inbox.
When to use it: use conversations for live support, sales questions, issue triage, and any customer dialogue that needs a human response.
How it works: every conversation belongs to a workspace and a contact. Operators can assign conversations, move them between open, snoozed, and closed states, send messages, attach files, add internal comments, and link tickets. When a customer writes into a snoozed or closed conversation, Chat opens it again automatically. Realtime events keep the operator app and widget in sync.
Where to configure it: conversations are available in the operator app under Conversations. Related behavior is configured in Settings, including widget, rating, departments, quick replies, business hours, and channels.
Related modules: Widget, Contacts, Tickets, Comments and Inbox, Ratings, Departments, Files, Workflows, Realtime.
Widget
What it does: adds chat, help articles, tickets, ratings, lead collection, broadcasts, and realtime presence to a customer website.
When to use it: install the widget on public websites, logged-in customer areas, documentation portals, or product pages where visitors should be able to contact the team.
How it works: the widget is loaded by a workspace-specific script code. It can identify logged-in users, verify users with an HMAC token, open from a custom button, connect to WebSocket presence, send files, show active broadcasts, display knowledge articles, and create public tickets when ticket forms are enabled.
Where to configure it: Settings -> Widget in the operator app. Installation details are in Widget installation.
Related modules: Conversations, Knowledge Base, Tickets, Broadcasts, Ratings, Lead Forms, Realtime, Files.
Contacts
What it does: stores customer profiles, conversation history, page visits, linked tickets, and metadata.
When to use it: use contacts to understand who is writing, see previous interactions, and connect support history across visits.
How it works: contacts can be anonymous at first, then become known when the widget receives user data, a lead form is submitted, or an operator starts a conversation with an online visitor. If an external user ID is passed to the widget, Chat reuses the same contact across sessions.
Where to configure it: contacts are managed under Contacts and from the right sidebar inside a conversation.
Related modules: Widget, Conversations, Visitors, Tickets, Comments, Public API.
Online visitors
What it does: shows anonymous and known visitors who are currently online, including their current page when available.
When to use it: use visitors to start proactive conversations, monitor active traffic, and see what known contacts are viewing.
How it works: the widget creates a visitor ID and connects to WebSocket. Presence is refreshed automatically. Operators receive batched realtime updates, and the app can also refresh the full online list through REST.
Where to configure it: the visitor list is available under Visitors. The widget must be installed on the website.
Related modules: Widget, Conversations, Contacts, Realtime.
Tickets
What it does: tracks longer-running customer tasks on boards with columns, priorities, public statuses, subscribers, comments, and linked conversations.
When to use it: use tickets for bugs, billing questions, incidents, refunds, complaints, feature requests, and any case that needs ownership beyond a single chat.
How it works: operators create boards and columns, add or move tickets, link tickets to conversations, merge duplicates, and send customer-visible ticket updates. Public ticket forms can be exposed in the widget.
Where to configure it: tickets are managed under Tickets. Public forms and widget ticket visibility are controlled by the ticket and widget settings available in the workspace.
Related modules: Conversations, Widget, Comments and Inbox, Workflows, Contacts.
Knowledge base
What it does: stores public and internal help content with folders, articles, ratings, custom domains, and search indexing.
When to use it: use knowledge bases to publish self-service help, power AI-assisted replies, and keep operators aligned on product answers.
How it works: admins create bases, folders, and articles. Published content can be shown inside the widget or on connected help domains. Articles can be rated by visitors, and indexing prepares content for search and workflow steps.
Where to configure it: Knowledge in the operator app.
Related modules: Widget, Workflows, Ratings, Comments, Public Help Domains.
Workflows
What it does: automates customer and operator flows with triggers, conditions, message steps, knowledge search, buttons, waits, ticket actions, and handoff.
When to use it: use workflows for auto-replies, lead qualification, routing, knowledge-based answers, follow-ups, ticket updates, and closing routines.
How it works: a workflow starts from a trigger such as a customer message, operator reply, ticket status change, ticket comment, or rating. The builder stores a graph of nodes and routes. Active workflows run through sessions and can hand off to an operator when automation should stop.
Where to configure it: Workflows in the operator app.
Related modules: Conversations, Knowledge Base, Tickets, Ratings, Departments, Widget.
Broadcasts
What it does: sends proactive announcements through the widget as banners or chat messages.
When to use it: use broadcasts for product updates, planned maintenance, promotions, onboarding prompts, and time-sensitive notices.
How it works: admins create a broadcast, choose the display type, audience, frequency, and content, then activate it. Active broadcasts can be delivered when the widget loads and through realtime events.
Where to configure it: Broadcasts in the operator app. Access can be limited with user permissions.
Related modules: Widget, Realtime, Analytics, User Permissions.
Comments and Inbox
What it does: adds internal collaboration and a personal attention queue for operators.
When to use it: use comments to discuss conversations, contacts, articles, workflows, broadcasts, and other workspace entities without exposing notes to customers. Use inbox items to track mentions and tasks that need attention.
How it works: comments belong to a workspace entity and can mention users. Mentions create inbox items. Operators can mark items read, archive them, or navigate to the related entity.
Where to configure it: comments appear on supported entity sidebars. Inbox is available under Inbox.
Related modules: Conversations, Contacts, Knowledge Base, Workflows, Broadcasts, Tickets, Users.
Channels
What it does: connects external messaging providers to Chat.
When to use it: use channels when customers write through Telegram, Instagram, VKontakte, WhatsApp, or another provider instead of the website widget.
How it works: provider webhooks are received by the backend, normalized, deduplicated, and written into the same contact, conversation, and message model used by the widget. Outbound replies are sent back through provider-specific workers.
Where to configure it: Settings -> Channels. See External channels.
Related modules: Conversations, Contacts, Messages, Webhooks, Kafka Workers.
Analytics
What it does: summarizes workspace activity such as conversations, contacts, operators, ratings, and broadcast performance.
When to use it: use analytics to understand support volume, team workload, response quality, and campaign performance.
How it works: the dashboard queries aggregated backend data with filters for workspace and operator context.
Where to configure it: Analytics in the operator app.
Related modules: Conversations, Contacts, Ratings, Broadcasts, Public API.
Administration
What it does: manages the workspace, users, roles, departments, schedules, rating settings, widget settings, quick replies, access tokens, and connected workspaces.
When to use it: use administration when onboarding the team, setting permissions, preparing the widget, or connecting server-side integrations.
How it works: owners and admins manage most workspace settings. Operators have limited access depending on role and permissions.
Where to configure it: Settings in the operator app.
Related modules: Users, Departments, Widget, Channels, Ratings, Quick Replies, Business Hours, Access Tokens.