Live Chat with Customers
WebChat is a real-time communication module. It lets you have conversations with customers visiting your website — directly from the operator panel.
How It Works
- You create a chat widget and embed it on your website
- A customer opens the chat window and sends a message
- The message appears in the operator panel in real time
- The operator responds — the customer sees the reply instantly
Conversations (Spaces)
Each conversation with a customer is a separate “space.” A conversation contains the message history and can be assigned to an operator.
Conversation Statuses
- Active — conversation in progress, the customer is waiting for a response
- Closed — conversation ended
Assignment
A conversation can be assigned to a specific operator. When an operator responds to an unassigned conversation, the system can automatically assign it to them.
Operator Panel
The panel (/webchat) shows:
- My conversations — conversations assigned to you
- Unassigned — conversations waiting for an operator
- All — full list of conversations
You can filter by active conversations and conversations with a delayed response (over 15 minutes).
Messages
- Messages are delivered in real time (WebSocket)
- Attachment support — files, screenshots
- Links in messages are automatically clickable
- Sound notifications for new messages
CRM Integration
A conversation can be linked to a customer or contact from the CRM module. The system can automatically recognize a customer based on their email address or external ID.