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At the end of this page, your organization has enough seats and each member who replies to end users holds one.

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Before you start

Before you start, sign in to the dashboard and select the organization you want to work in.
  • To buy seats, you need the Admin or Billing role. To assign seats, you need the Admin role.
  • Seat purchase needs a paid plan. On the Free plan the Livechat seats tab shows Upgrade instead of Buy seats. See Plans and upgrading.
  • For what a seat grants compared with a role, see Live-chat overview and seats.

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Read the Live chat seats card

Open Settings, select Billing, and find the Live chat seats card. The card is shown on paid plans only.
Live chat seats card on the Billing page with the assigned count, the pool size, a usage bar, and the Buy seats and Manage seats actions
The card opens with the line A seat lets a teammate reply to customers and the price per seat for your billing period. Below the price, one large number shows seats assigned against the pool, for example 3 / 5 seats. The next line breaks the pool down, for example 2 available · 0 included + 5 purchased. The bar under the counts fills as assigned seats approach the pool. Members with the Admin or Billing role see Buy seats. Admins also see a Manage seats link, which opens the Livechat seats tab in organization settings.

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Buy seats

1

Open the Buy livechat seats dialog

On the Live chat seats card, select Buy seats. The dialog title reads Buy livechat seats.
2

Check the price line

Under the title, the dialog states how you will be charged. On a card-billed plan it reads A prorated charge will be billed to your card on file. On Enterprise it reads A prorated invoice will be sent to your billing contact.
3

Choose how many seats to add

Under How many seats?, use the minus and plus controls to set the number of seats. The Total line updates as you go and shows the added cost per billing period and the price per seat.
4

Select Confirm purchase

The button reads Processing… while the change is applied. A toast confirms the result, for example 2 seats added. If the change fails, a toast starts with Could not update seats.
The new seats appear as Purchased and Available on the card as soon as the dialog closes. Prices and the exact proration wording come from your plan, so read them in the dialog rather than from this page.

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Assign or remove seats

Seat assignment lives on the Livechat seats tab of the Organization settings page. Only Admins see the tab.
The Livechat seats tab of the Organization settings page, beside General, Members, and Roles & access, with the Included in plan, Purchased, Assigned, and Available counts, the member search and Filter, and the member table with Role, Status, and Seat switches

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Open the tab

1

Open Settings and select Organization

The Organization page opens with the general and members sections.
2

Select Livechat seats

The tab is titled Live chat seats. Only Admins and Members can have seats. Admins, Members, and Auditors can read conversations without one.A stats card shows Included in plan, Purchased, Assigned, and Available. The Buy seats button in the header opens the same dialog as the billing card.

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Find the right members

The toolbar above the table has a search box and a Filter button.
  • The search box, Search members by name or email, filters the table as you type.
  • Filter narrows the table by Role, Admin or Member, and by Seat, Seated or Not seated.
The table has four columns: Member, Role, Status, and Seat. Status shows a Seated badge or the text Not seated. If the organization has no members yet, the table reads No members yet.

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Assign or remove one seat

1

Find the member in the table

Use the search box or the filters. Only Admins and Members can receive seats. Viewer, Billing, and Auditor members cannot receive a seat.
2

Turn the Seat switch on

The switch takes effect at once and a toast reads Seat assigned. The member receives an email and can now reply from Conversations.
3

Turn the Seat switch off to remove a seat

A toast reads Seat removed. The seat returns to Available and the member receives an email.
Hover a disabled switch to read why. For a Viewer, Billing, or Auditor member the tooltip reads Only Admin and Member roles can hold a livechat seat. When Available is zero, the tooltip reads No seats available and asks you to buy more.

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Assign or remove seats in bulk

1

Select members with the checkboxes

Use the checkbox in each row, or the header checkbox to select every visible row. A toolbar appears at the bottom of the page and reads, for example, 3 selected.
2

Choose the bulk action

Select Assign 3 seats or Remove 2 seats. Both buttons appear when the selection mixes seated and unseated members. When the selection needs more seats than are available, the assign button is disabled. It then reads, for example, Assign 3 seats · 1 more needed.
3

Read the confirmation

A toast reads 3 seats assigned or 2 seats removed and the selection clears.

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Where else seat prompts appear

Admins and Members can manage conversations, write internal notes, and use Copilot without a seat. Members must belong to the conversation’s inbox. The composer area reads A seat is required to reply, with a Manage seats button for Admins. Customer replies require a seat. On the Free plan, the Organization members section and the Livechat seats tab show a card in the corner. It reads Free plan with 1 seat, meaning the one member the Free plan allows, and asks you to upgrade to Premium to invite teammates. Admins and Billing members see Upgrade to invite, which opens the upgrade dialog. Everyone else reads Ask your billing admin to upgrade.

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Verify

Open Settings, select Billing, and check that Assigned matches the number of members you seated. Then ask a seated member to open Conversations and confirm the reply composer is available.