Help Center / Inbox & Conversations
Work the inbox and keep response times healthy
Use filters, assignments, canned replies, and departments without losing conversation context.
The inbox is where operators handle live conversations and offline follow-up. Keep the workflow simple:
- Filter by status, assignee, or site when the queue grows.
- Open a conversation to read the visitor thread, context, and route it to the right department.
- Reply, assign, close, or reopen based on the actual state of the conversation.
- Use canned replies for repeated answers, then personalise the rest so the conversation still feels human.
MiniLiveChat tracks first-response and average-response timing so owners can quickly see whether service levels are slipping.