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Live Chat Interface

The Live Chat panel in CX Genie provides agents with a centralized place to manage real-time conversations with customers. The interface is divided into four key areas:

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Overview

The Live Chat interface is designed for efficient agent–customer communication. It enables agents to monitor conversations, reply in real time with rich message options, and manage workflow settings (auto-reply, open/close status, tagging). With all tools integrated into one screen, support teams can handle queries faster and deliver personalized service.

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1. Conversation History Panel (Left Sidebar)

This section displays all ongoing and past conversations.

  • All: Shows all conversations.

  • In Queue: Displays waiting chats.

  • Your Inbox: Chats assigned to you.

  • Mentions: Messages where you were tagged.

  • Tickets: Integrated support tickets (Add-on feature).

Learn more in the full guide Conversation History

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2. Message Input Panel (Bottom)

This is where agents type replies to customers.

  • Supports text, rich formatting, emojis, and file attachments.

  • Includes quick AI reply suggestions.

  • Action menu available for advanced functions.

Learn more in the full guide Message Input

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3. Conversation Control Bar (Top Right)

This panel provides controls and conversation settings:

  • Auto reply toggle (ON/OFF).

  • Conversation status (Open/Closed).

  • Conversation info & details.

  • Star/favorite a conversation for quick access.

Learn more in the full guide Conversation Control

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