Live chat is where you can see real-time chats taking place between your agents and chatbots. Use Live chat to monitor active conversations, join chats when a visitor needs help, manage assignments, and view information about the visitor and their conversation.

Live chat interface

The whole live chat feature is made up of the following features:

Nav bar — Find, organize, and filter conversations using views and labels.
Chat list — See the conversations included in the selected view.
Chat screen — Read the conversation and interact with the visitor.
Information panel — View visitor details, conversation variables, labels, notes, and related chats.

Here, you can see the shortcuts to finding your chats.

Default views

WotNot offers some default views like:

You - Chats assigned to you.
Assigned - Chats currently in progress.
Unassigned - No agent is assigned to the chat.
Closed - Historically closed chats.
SLA breached - Chats whose SLAs are breached

Clicking on each view shows you all its chats.

Custom views

Here you can customize and create your own views by defining your conditions.

LEARN MORE

Labels

Label are used to tag conversations to remember them for later use. You can click on each label, to view the chats which are tagged with it.

LEARN MORE

Views versus filters

Views and filters both narrow down the conversations you see, but they serve different purposes:

View: A saved, reusable set of conditions that you can return to later.
Filter: A temporary way to narrow the currently displayed chat list.

Chat list

For the selected view you can see the list of chats.

Chat card properties

Each chat card contains the following information:

Visitor name - Name of the visitor, by default, we provide a dummy number.
Assignee - Who is currently chatting with the visitor.
Location - Where is the visitor speaking from, based on their IP address.
Channel - On which channel is this chat occurring.
Visitor status - Is the visitor currently online on the page, offline, or away?
SLA timer - Time left to send a reply to the visitor’s message.
Last message - Last message exchanged in the chat.

Sorting and filtering

Use sorting and filters to find specific conversations within the selected view.

Click the filter icon next to the search icon.
Select the condition and specify the value.
Click Add condition to add another condition, if needed.
Select AND or OR from the dropdown to combine the conditions.
Click Save view.
In the new card that appears, enter a name for the view.
Click APPLY FILTER to save the view.
Remove the filters when you want to return to the full list for the selected view.

Exporting chats

You can export chat data from the chat list for reporting or further analysis.

Click Export Data to export the data.
A CSV file will be sent to your registered email address.

After applying the filters only you can see the Export Data option.

Open your email inbox and download the CSV file from the email.

Chat screen

Here for the selected chat, you can see the conversation going on between the visitor and agent/bot. All the messages exchanged so far will be displayed here.

Joining a conversation

If the chatbot is currently conversing with the visitor, you will not be able to send a message. If you want to take over the chat from the bot, click on the ‘Join conversation’ button and start typing your message.

Composer tools

Agents can use the tools in the message composer to respond faster and more effectively during live chats.

Feature	What it’s for
Saved replies	Use pre-defined canned responses to quickly answer frequently asked questions. This helps maintain consistency and reduces typing time for common queries. Learn more
Attachment	Upload and share files or media such as images, PDFs, or documents with the visitor directly in the chat.
Emojis	Add emojis to your response to make conversations more friendly, engaging, and conversational where appropriate.
Calendar	Send an appointment booking card to the visitor. Visitors can view your availability and book a suitable time slot without leaving the chat. Learn to setup calendar
Voice note	Record and send a voice message to the visitor. This is useful when a spoken explanation is quicker or more personal than typing.
AI rewrite	Rewrite or improve your drafted response using AI. This can help adjust tone, improve clarity, or make the message more concise before sending.
AI co-pilot	Use AI to automatically generate a suggested reply based on your connected knowledge base, helping you respond faster and more accurately. Learn more
Translation	Converting text or messages from one language to another while preserving their original meaning.

AI features ‘AI Co-pilot’ and ‘Rewrite’ are available in the PREMIUM plan and above.

Changing the assignee

Open the conversation from the chat list.
Click the current assignee in the chat screen.
Select the agent or team you want to assign the conversation to.
The selected agent or team becomes responsible for the conversation.

Copying the transcript

You can copy the conversation transcript when you need to share or reference the conversation outside Live chat.

Open the chat whose transcript you want to copy.
Use the transcript copy option available in the chat screen.
When you copy it, the transcript is saved to your clipboard.
Paste the copied transcript into the destination you need.

What is included in the transcript?

The copied transcript includes the complete conversation history, including:

Conversation start time and date
Time zone
Assignment events, such as when a bot or agent is assigned to the conversation
Messages sent by the bot
Messages sent by the visitor
Messages sent by agents
Timestamps for each message or event
Agent assignment details, including when a conversation is reassigned
Conversation events, such as when the chat is closed

The transcript is copied as text and retains the conversation sequence, making it easy to share or reference outside Live chat.

Transcript format

The copied transcript follows this format:

Chat started on Friday, August 07, 2026 03:42:26 PM (America/New_York)

(03:42:26 PM) Bot assigned this conversation to themselves.
(03:42:30 PM) Bot: Hey John Smith👋 I am your support assistant.
(03:42:39 PM) John Smith: talk to human
(03:42:53 PM) Bot: Please wait while we connect you to our agent…
(03:42:53 PM) Bot assigned this conversation to Emily Johnson.

(03:43:40 PM) Emily Johnson: Hey John
(03:43:56 PM) John Smith: Hi
(03:44:20 PM) John Smith: Hi, I cannot see the option of email in settings under channels

NOTE

If the conversation is available in a new language, you’ll see two options: Original and Translated. Select the version you want to copy.
If the conversation does not have a translated version, you’ll see only Copy chat transcript.

Closing a chat

Close a conversation when the interaction with the visitor is complete.

Open the conversation you want to close.
Use the Close chat option in the chat controls.
Your chat will be closed now & it appears in the Closed view.

Chats can also close automatically after a configured period of inactivity. The Session duration setting determines how long a chat can remain active before WotNot automatically closes it because of inactivity.

Live chat Settings

Configure conversation management, SLA, AI Co-pilot, translation, and other Live chat settings.

Restart Conversation

In some cases, you can manually restart a conversation from the WhatsApp, SMS, or Email channel.

Click Restart Conversation in the conversation controls.
A pop-up opens with the required fields.
Enter the required information and confirm the action.
The conversation is reopened manually and you can continue the interaction.

If contact information, such as a phone number or email address, is provided, you can restart the conversation from the Web channel. However, make sure the provided phone number or email address is configured correctly so the template can be sent to the user.

Information panel

The information panel shows details about the visitor and the current conversation.

Contact variables

The contact information section contains details provided by the visitor as well as values detected by WotNot.

Depending on the information available, this can include:

Name and contact details
Email
Browser
Operating system
Location
Other contact attributes

These details help agents understand who they are speaking with and provide more relevant support.

Chat variables

Chat variables contain values captured during the current conversation. They are different from contact information:

	Contact information	Chat variables
Purpose	Stores information associated with the visitor/contact.	Stores values collected or generated during a specific conversation.
Scope	Associated with the contact.	Associated with the current chat.
Example	Name, email, phone number.	A value collected during the current bot flow.

Choosing which variables appear

You can customize the fields displayed in the User information panel.

Labels

You can add a label to a conversation directly from the User information panel.

Adding Labels

Learn how to create and add labels to conversations.

Notes

Notes added by agents about this conversation. See the list of historical chats of this visitor with your chatbot/agent. We track the related chats using a cookie on the visitor’s browser.

Creating views

Create reusable views to organize and filter conversations.

Adding labels

Add labels to conversations to keep chats organized.

Saved replies

Create and use saved replies for common questions.

Voice transcripts

View and work with transcripts from voice messages.

Chat assignment log

Track changes made to chat assignments.

Live chat Settings

Configure Live chat settings and conversation behavior.

​Live chat interface

​Nav bar

​Default views

​Custom views

​Labels

​Views versus filters

​Chat list

​Chat card properties

​Sorting and filtering

​Exporting chats

​Chat screen

​Joining a conversation

​Composer tools

​Changing the assignee

​Copying the transcript

​What is included in the transcript?

​Transcript format

NOTE

​Closing a chat

Live chat Settings

​Restart Conversation

​Information panel

​Contact variables

​Chat variables

​Choosing which variables appear

​Labels

Adding Labels

​Notes

​Related chats

​Related pages

Creating views

Adding labels

Saved replies

Voice transcripts

Chat assignment log

Live chat Settings

Live chat interface

Nav bar

Default views

Custom views

Labels

Views versus filters

Chat list

Chat card properties

Sorting and filtering

Exporting chats

Chat screen

Joining a conversation

Composer tools

Changing the assignee

Copying the transcript

What is included in the transcript?

Transcript format

Closing a chat

Restart Conversation

Information panel

Contact variables

Chat variables

Choosing which variables appear

Labels

Notes

Related chats

Related pages