> ## Documentation Index > Fetch the complete documentation index at: https://help.wotnot.io/llms.txt > Use this file to discover all available pages before exploring further. # Live Chat > An inbox is where you can see and manage chats between your agents/chatbots. [YouTube video player](https://www.youtube.com/embed/-CTHZVLvP1A) 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 ![Image (34) 1](https://mintcdn.com/wotnot/rF4EZt89f2IBfLLk/images/image-\(34\)-1.png?fit=max\&auto=format\&n=rF4EZt89f2IBfLLk\&q=85\&s=1c69329a91e01ea9ed903296e9c52f68) 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. ## Nav bar 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. > [!TIP] > > [LEARN MORE](https://help.wotnot.io/operate/live-chat/creating-view.md) ### 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. > [!TIP] > > [LEARN MORE](https://help.wotnot.io/operate/live-chat/adding-labels.md) ### 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. ![Image](https://mintcdn.com/wotnot/rF4EZt89f2IBfLLk/images/image-526.png?fit=max\&auto=format\&n=rF4EZt89f2IBfLLk\&q=85\&s=89b083f10babd99179773db0de36ecb6) ### 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. > [!WARNING] > > After applying the filters only you can see the **Export Data** option. ![Image (35)](https://mintcdn.com/wotnot/rF4EZt89f2IBfLLk/images/image-\(35\).png?fit=max\&auto=format\&n=rF4EZt89f2IBfLLk\&q=85\&s=e074abbb16b4a37c4e55bdf6119eeb8b) * Open your email inbox and download the CSV file from the email. ![Image](https://mintcdn.com/wotnot/ez0GlzggSLvSJ5j6/images/image-472.png?fit=max\&auto=format\&n=ez0GlzggSLvSJ5j6\&q=85\&s=996a1cbfb0a68bc4172a433670f42e2e) ## 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. ![Image](https://mintcdn.com/wotnot/ez0GlzggSLvSJ5j6/images/image-476.png?fit=max\&auto=format\&n=ez0GlzggSLvSJ5j6\&q=85\&s=29e82761fce0aa601a044f1682b2dee5) ### 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](https://help.wotnot.io/operate/live-chat/saved-reply) | | **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](https://help.wotnot.io/build/integrations/google-calendar.md) | | **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](https://help.wotnot.io/operate/live-chat/settings.md#ai-assistance-generate-response) | | **Translation** | Converting text or messages from one language to another while preserving their original meaning. | > [!NOTE] > > AI features 'AI Co-pilot' and 'Rewrite' are available in the **PREMIUM** plan and above. ![Recording 2026 08 25 203226](https://mintcdn.com/wotnot/rF4EZt89f2IBfLLk/images/Recording-2026-08-25-203226.gif?s=b9e04b4a51e1b53f258ff33396a6b711) ### 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. ![Recording 2026 08 25 203426](https://mintcdn.com/wotnot/i8uopzIFkX-Q6WYU/images/Recording-2026-08-25-203426.gif?s=cfb5563f77046efa62c8f696d1e2c6ea) ### Copying the transcript You can copy the conversation transcript when you need to share or reference the conversation outside Live chat. 1. Open the chat whose transcript you want to copy. 2. Use the transcript copy option available in the chat screen. 3. When you copy it, the transcript is saved to your clipboard. 4. Paste the copied transcript into the destination you need. ![Image (36)](https://mintcdn.com/wotnot/EWpXM4BSkYiwsLKk/images/image-\(36\).png?fit=max\&auto=format\&n=EWpXM4BSkYiwsLKk\&q=85\&s=e31eb85be1896fe2578bf0758bcc5f2b) ### 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: ```typescript theme={null} 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 ``` > [card] 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. 1. **Open the conversation** you want to close. 2. Use the **Close chat** option in the chat controls. 3. Your chat will be **closed** now & it appears in the **Closed** view. ![Image (37)](https://mintcdn.com/wotnot/EWpXM4BSkYiwsLKk/images/image-\(37\).png?fit=max\&auto=format\&n=EWpXM4BSkYiwsLKk\&q=85\&s=69cc00cf231c660890905194c9e032d8) 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. > [card] [Live chat Settings](https://app.mintlify.com/wotnot/wotnot/~/63ae62f8-d3ce-4c63-be47-3aa00af12f1f) > > 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. 1. Click **Restart Conversation** in the conversation controls. 2. A pop-up opens with the required fields. 3. Enter the required information and confirm the action. 4. The conversation is reopened manually and you can continue the interaction. ![Image](https://mintcdn.com/wotnot/rF4EZt89f2IBfLLk/images/image-525.png?fit=max\&auto=format\&n=rF4EZt89f2IBfLLk\&q=85\&s=eb0eb8b55118250e7b0e8346df652254) > [!NOTE] > > 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. ![Screenshot 2026 08 25 204305](https://mintcdn.com/wotnot/79SKP2TEnpNsM0nK/images/Screenshot-2026-08-25-204305.png?fit=max\&auto=format\&n=79SKP2TEnpNsM0nK\&q=85\&s=7fed9d2247d7f0506e4456d12a4bdb5d) ### Contact variables The contact information section contains details provided by the visitor as well as values detected by WotNot. > [accordion] Depending on the information available, this can include: > > * Name and contact details > * Email > * Browser > * Operating system > * Location > * Other contact attributes ![Screenshot 2026 08 25 204412](https://mintcdn.com/wotnot/79SKP2TEnpNsM0nK/images/Screenshot-2026-08-25-204412.png?fit=max\&auto=format\&n=79SKP2TEnpNsM0nK\&q=85\&s=f7163f28ce86bd6c495186196741d22a) 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. | ![Screenshot 2026 08 25 204632](https://mintcdn.com/wotnot/79SKP2TEnpNsM0nK/images/Screenshot-2026-08-25-204632.png?fit=max\&auto=format\&n=79SKP2TEnpNsM0nK\&q=85\&s=6085590f9e7d28b297bbc99e980533bb) ### Choosing which variables appear You can customize the fields displayed in the User information panel. ![Recording 2026 08 25 205041](https://mintcdn.com/wotnot/i8uopzIFkX-Q6WYU/images/Recording-2026-08-25-205041.gif?s=5f4ce6ef895205be28e2240719b53de7) ### Labels You can add a label to a conversation directly from the User information panel. > [card] [Adding Labels](https://app.mintlify.com/wotnot/wotnot/~/2462637b-8efa-410c-8a41-1fbfe5451a06) > > Learn how to [create and add labels](https://help.wotnot.io/operate/live-chat/adding-labels.md) to conversations. ![Recording 2026 08 25 205013](https://mintcdn.com/wotnot/i8uopzIFkX-Q6WYU/images/Recording-2026-08-25-205013.gif?s=1d2edc2c87b3399bcf2fb8d047f396e8) ### Notes Notes added by agents about this conversation. ### Related chats 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. # Related pages > [card] [\[Creating views\](https://app.mintlify.com/wotnot/wotnot/\~/01f775b9-99a9-4dc0-92a8-dc99f8b9eff8)](https://help.wotnot.io/operate/live-chat/creating-view) > > Create reusable views to organize and filter conversations. > [card] [\[Adding labels\](https://app.mintlify.com/wotnot/wotnot/\~/2462637b-8efa-410c-8a41-1fbfe5451a06)](https://help.wotnot.io/operate/live-chat/adding-labels) > > Add labels to conversations to keep chats organized. > [card] [\[Saved replies\](https://app.mintlify.com/wotnot/wotnot/\~/a015e203-3c8b-4e7d-bd88-da812a71e783)](https://help.wotnot.io/operate/live-chat/saved-replies) > > Create and use saved replies for common questions. > [card] [\[Voice transcripts\](https://app.mintlify.com/wotnot/wotnot/\~/7fa03e2d-03d8-4e1c-ae8c-12a47972b303)](https://help.wotnot.io/operate/live-chat/voice-transcripts) > > View and work with transcripts from voice messages. > [card] [\[Chat assignment log\](https://app.mintlify.com/wotnot/wotnot/\~/9bc5f1ed-4215-40fc-811b-9070f3ee82de)](https://help.wotnot.io/operate/live-chat/chat-assignment-log) > > Track changes made to chat assignments. > [card] [\[Live chat Settings\](https://app.mintlify.com/wotnot/wotnot/\~/63ae62f8-d3ce-4c63-be47-3aa00af12f1f)](https://help.wotnot.io/operate/live-chat/settings) > > Configure Live chat settings and conversation behavior. 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