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:

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.

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