> ## Documentation Index
> Fetch the complete documentation index at: https://hellotars.com/docs/llms.txt
> Use this file to discover all available pages before exploring further.
# Use the Agent Workspace
> Reply from the composer, add private notes and mentions, insert canned responses, set your send hotkey and signature, and share transcripts.
export const Browser = ({url, children}) =>
{url ? {url} : null}
{children}
;
export const img = {
activity: {
activityTimeline: "/docs/guides/activity/images/activity-timeline.png",
capturedVariablesPanel: "/docs/guides/activity/images/captured-variables-panel.png",
dataViewCards: "/docs/guides/activity/images/data-view-cards.png",
exportDataDialog: "/docs/guides/activity/images/export-data-dialog.png",
tasksPanelExportReady: "/docs/guides/activity/images/tasks-panel-export-ready.png"
},
analytics: {
analyticsOverview: "/docs/guides/analytics/images/analytics-overview.png",
exploreGallery: "/docs/guides/analytics/images/explore-gallery.png",
exploreTab: "/docs/guides/analytics/images/explore-tab.png",
goalForm: "/docs/guides/analytics/images/goal-form.png",
goalsTab: "/docs/guides/analytics/images/goals-tab.png",
improveDiagnostics: "/docs/guides/analytics/images/improve-diagnostics.png",
improveTab: "/docs/guides/analytics/images/improve-tab.png",
teamTab: "/docs/guides/analytics/images/team-tab.png"
},
billing: {
billingOverview: "/docs/guides/billing/images/billing-overview.png",
buyConversationsDialog: "/docs/guides/billing/images/buy-conversations-dialog.png",
buySeatsDialog: "/docs/guides/billing/images/buy-seats-dialog.png",
livechatSeatsTab: "/docs/guides/billing/images/livechat-seats-tab.png",
organizationDeletionLifecycle: "/docs/guides/billing/images/organization-deletion-lifecycle.svg",
organizationSwitcher: "/docs/guides/billing/images/organization-switcher.png",
rolesAndAccessMatrix: "/docs/guides/billing/images/roles-and-access-matrix.png"
},
building: {
agentBehaviorGuardrails: "/docs/guides/building/images/agent-behavior-guardrails.png",
agentCardMenu: "/docs/guides/building/images/agent-card-menu.png",
agentConfigure: "/docs/guides/building/images/agent-configure.png",
agentExitRoutesDialog: "/docs/guides/building/images/agent-exit-routes-dialog.png",
agentLibrary: "/docs/guides/building/images/agent-library.png",
agentModelParameters: "/docs/guides/building/images/agent-model-parameters.png",
aiAgentGambitLoop: "/docs/guides/building/images/ai-agent-gambit-loop.svg",
builderBasics: "/docs/guides/building/images/builder-basics.png",
builderConnectHandlePanel: "/docs/guides/building/images/builder-connect-handle-panel.png",
builtInToolsDialog: "/docs/guides/building/images/built-in-tools-dialog.png",
configureDebugTab: "/docs/guides/building/images/configure-debug-tab.png",
configureLanguage: "/docs/guides/building/images/configure-language.png",
configureNotifications: "/docs/guides/building/images/configure-notifications.png",
createAgentDialog: "/docs/guides/building/images/create-agent-dialog.png",
draftPublishRollbackPinning: "/docs/guides/building/images/draft-publish-rollback-pinning.svg",
draftSwitcherChip: "/docs/guides/building/images/draft-switcher-chip.png",
duplicateAgentDialog: "/docs/guides/building/images/duplicate-agent-dialog.png",
flowConditions: "/docs/guides/building/images/flow-conditions.png",
gambitPalette: "/docs/guides/building/images/gambit-palette.png",
gambits: {
gambitAiAgent: "/docs/guides/building/gambits/images/gambit-ai-agent.png",
gambitApiCall: "/docs/guides/building/gambits/images/gambit-api-call.png",
gambitAutoSuggestion: "/docs/guides/building/gambits/images/gambit-auto-suggestion.png",
gambitButton: "/docs/guides/building/gambits/images/gambit-button.png",
gambitCard: "/docs/guides/building/gambits/images/gambit-card.png",
gambitChannel: "/docs/guides/building/gambits/images/gambit-channel.png",
gambitCustomCode: "/docs/guides/building/gambits/images/gambit-custom-code.png",
gambitDateTime: "/docs/guides/building/gambits/images/gambit-date-time.png",
gambitGeoLocation: "/docs/guides/building/gambits/images/gambit-geo-location.png",
gambitLanguage: "/docs/guides/building/gambits/images/gambit-language.png",
gambitLiveChat: "/docs/guides/building/gambits/images/gambit-live-chat.png",
gambitMediaUpload: "/docs/guides/building/gambits/images/gambit-media-upload.png",
gambitNoInput: "/docs/guides/building/gambits/images/gambit-no-input.png",
gambitRedirect: "/docs/guides/building/gambits/images/gambit-redirect.png",
gambitStarRating: "/docs/guides/building/gambits/images/gambit-star-rating.png",
gambitStartAndEnd: "/docs/guides/building/gambits/images/gambit-start-and-end.png",
gambitText: "/docs/guides/building/gambits/images/gambit-text.png",
gambitTrigger: "/docs/guides/building/gambits/images/gambit-trigger.png"
},
languagesTranslateGambit: "/docs/guides/building/images/languages-translate-gambit.png",
languageSystemMessages: "/docs/guides/building/images/language-system-messages.png",
newDraftDialog: "/docs/guides/building/images/new-draft-dialog.png",
outputComponentsGrid: "/docs/guides/building/images/output-components-grid.png",
publishDialog: "/docs/guides/building/images/publish-dialog.png",
systemPromptDialog: "/docs/guides/building/images/system-prompt-dialog.png",
testModeEventLog: "/docs/guides/building/images/test-mode-event-log.png",
testModePanel: "/docs/guides/building/images/test-mode-panel.png",
validationProblemsPanel: "/docs/guides/building/images/validation-problems-panel.png",
variablePickerPanel: "/docs/guides/building/images/variable-picker-panel.png",
variablePillInserted: "/docs/guides/building/images/variable-pill-inserted.png",
versionsDraftsPanel: "/docs/guides/building/images/versions-drafts-panel.png"
},
campaigns: {
campaignFlavorsTriggers: "/docs/guides/campaigns/images/campaign-flavors-triggers.svg",
campaignReplyRouting: "/docs/guides/campaigns/images/campaign-reply-routing.svg",
campaignSendAnatomy: "/docs/guides/campaigns/images/campaign-send-anatomy.svg",
createACampaign: "/docs/guides/campaigns/images/create-a-campaign.png",
walletReserveSettleRefund: "/docs/guides/campaigns/images/wallet-reserve-settle-refund.svg",
webhookCampaignContractLocking: "/docs/guides/campaigns/images/webhook-campaign-contract-locking.svg",
webhookCampaignLifecycleStates: "/docs/guides/campaigns/images/webhook-campaign-lifecycle-states.svg",
webhookCampaignOneCallOneDelivery: "/docs/guides/campaigns/images/webhook-campaign-one-call-one-delivery.svg"
},
channels: {
distributeWhatsappConnect: "/docs/guides/channels/images/distribute-whatsapp-connect.png",
whatsappConnectDialogWaiting: "/docs/guides/channels/images/whatsapp-connect-dialog-waiting.png",
whatsappEmptyState: "/docs/guides/channels/images/whatsapp-empty-state.png"
},
deploy: {
bridgeEventGambitSection: "/docs/guides/deploy/images/bridge-event-gambit-section.png",
deploymentSurfacesAndChannels: "/docs/guides/deploy/images/deployment-surfaces-and-channels.svg",
designAgentTab: "/docs/guides/deploy/images/design-agent-tab.png",
designLauncherTab: "/docs/guides/deploy/images/design-launcher-tab.png",
embedIframeTab: "/docs/guides/deploy/images/embed-iframe-tab.png",
embedTheWidget: "/docs/guides/deploy/images/embed-the-widget.png",
mobileAppIntegration: "/docs/guides/deploy/images/mobile-app-integration.png",
onYourDomain: "/docs/guides/deploy/images/on-your-domain.png",
shareYourAgentLink: "/docs/guides/deploy/images/share-your-agent-link.png"
},
developer: {
api: {
channelSendTemplateVsMessage: "/docs/developer/api/images/channel-send-template-vs-message.svg",
endUsers: {
endUsersListCursorPagination: "/docs/developer/api/end-users/images/end-users-list-cursor-pagination.svg"
},
triggerCallConversationLifecycle: "/docs/developer/api/images/trigger-call-conversation-lifecycle.svg"
},
developerSurfacesMap: "/docs/developer/images/developer-surfaces-map.svg",
embed: {
embedConfigToWidgetContext: "/docs/developer/embed/images/embed-config-to-widget-context.svg",
hostPageBridgeFlow: "/docs/developer/embed/images/host-page-bridge-flow.svg",
identitySigningFlow: "/docs/developer/embed/images/identity-signing-flow.svg",
scriptVsIframeEmbed: "/docs/developer/embed/images/script-vs-iframe-embed.svg"
},
mobile: {
bridgeMessageProtocol: "/docs/developer/mobile/images/bridge-message-protocol.svg",
webviewBridgeArchitecture: "/docs/developer/mobile/images/webview-bridge-architecture.svg"
}
},
endUsers: {
anonymousToIdentifiedProfile: "/docs/guides/end-users/images/anonymous-to-identified-profile.svg",
bulkActionBar: "/docs/guides/end-users/images/bulk-action-bar.png",
campaignConsentGate: "/docs/guides/end-users/images/campaign-consent-gate.svg",
consentPerChannelStates: "/docs/guides/end-users/images/consent-per-channel-states.svg",
dynamicVsStaticSegments: "/docs/guides/end-users/images/dynamic-vs-static-segments.svg",
endUserDirectory: "/docs/guides/end-users/images/end-user-directory.png",
endUserProfileAcrossChannels: "/docs/guides/end-users/images/end-user-profile-across-channels.svg",
endUserProfilePanes: "/docs/guides/end-users/images/end-user-profile-panes.png",
profileMergeAndTakeoverProtection: "/docs/guides/end-users/images/profile-merge-and-takeover-protection.svg",
segmentBuilder: "/docs/guides/end-users/images/segment-builder.png",
segmentsPage: "/docs/guides/end-users/images/segments-page.png"
},
getStarted: {
agentStates: "/docs/get-started/images/agent-states.svg",
buildToLivePath: "/docs/get-started/images/build-to-live-path.svg",
dashboardSidebarMap: "/docs/get-started/images/dashboard-sidebar-map.png",
organizationOwnershipAndRoles: "/docs/get-started/images/organization-ownership-and-roles.svg",
quickstart: {
step1CreateYourAccount: "/docs/get-started/images/quickstart/step-1-create-your-account.png",
step3ConnectTheAiAgent: "/docs/get-started/images/quickstart/step-3-connect-the-ai-agent.png",
step4TestMode: "/docs/get-started/images/quickstart/step-4-test-mode.png"
},
quickstartCanvas: "/docs/get-started/images/quickstart-canvas.png"
},
knowledge: {
addASource: "/docs/guides/knowledge/images/add-a-source.png",
addRetrieverPicker: "/docs/guides/knowledge/images/add-retriever-picker.png",
attachKnowledgeGambit: "/docs/guides/knowledge/images/attach-knowledge-gambit.png",
configureARetriever: "/docs/guides/knowledge/images/configure-a-retriever.png",
createKnowledgeBaseDialog: "/docs/guides/knowledge/images/create-knowledge-base-dialog.png",
customRetrieverDialog: "/docs/guides/knowledge/images/custom-retriever-dialog.png",
datasetTab: "/docs/guides/knowledge/images/dataset-tab.png",
documentChangeReindexLifecycle: "/docs/guides/knowledge/images/document-change-reindex-lifecycle.svg",
documentsTabPreview: "/docs/guides/knowledge/images/documents-tab-preview.png",
importAWebsite: "/docs/guides/knowledge/images/import-a-website.png",
kbList: "/docs/guides/knowledge/images/kb-list.png",
retrieverIndexStates: "/docs/guides/knowledge/images/retriever-index-states.svg",
retrieverQueryPipeline: "/docs/guides/knowledge/images/retriever-query-pipeline.svg",
standardVsParentChildChunking: "/docs/guides/knowledge/images/standard-vs-parent-child-chunking.svg",
syncManagement: "/docs/guides/knowledge/images/sync-management.png",
testRetriever: "/docs/guides/knowledge/images/test-retriever.png"
},
liveChat: {
agentWorkspace: "/docs/guides/live-chat/images/agent-workspace.png",
assignedAgentPicker: "/docs/guides/live-chat/images/assigned-agent-picker.png",
automaticAssignmentRouting: "/docs/guides/live-chat/images/automatic-assignment-routing.svg",
availabilityDropdown: "/docs/guides/live-chat/images/availability-dropdown.png",
cannedResponses: "/docs/guides/live-chat/images/canned-responses.png",
composerPreferences: "/docs/guides/live-chat/images/composer-preferences.png",
copilotPanel: "/docs/guides/live-chat/images/copilot-panel.png",
filterConversationsDialog: "/docs/guides/live-chat/images/filter-conversations-dialog.png",
inboxAnalyticsTab: "/docs/guides/live-chat/images/inbox-analytics-tab.png",
inboxAvailabilityTab: "/docs/guides/live-chat/images/inbox-availability-tab.png",
inboxesSettings: "/docs/guides/live-chat/images/inboxes-settings.png",
inboxRoutingTab: "/docs/guides/live-chat/images/inbox-routing-tab.png",
labelsSettings: "/docs/guides/live-chat/images/labels-settings.png",
newAttributeDialog: "/docs/guides/live-chat/images/new-attribute-dialog.png",
newCannedResponseDialog: "/docs/guides/live-chat/images/new-canned-response-dialog.png",
notificationPreferences: "/docs/guides/live-chat/images/notification-preferences.png",
notificationsPage: "/docs/guides/live-chat/images/notifications-page.png",
pickupTargetCard: "/docs/guides/live-chat/images/pickup-target-card.png",
resolveMenu: "/docs/guides/live-chat/images/resolve-menu.png",
searchDialog: "/docs/guides/live-chat/images/search-dialog.png",
seatGateConversation: "/docs/guides/live-chat/images/seat-gate-conversation.png",
seatsSettings: "/docs/guides/live-chat/images/seats-settings.png",
workTheInbox: "/docs/guides/live-chat/images/work-the-inbox.png"
},
security: {
addOpenRouterKeyDialog: "/docs/guides/security/images/add-open-router-key-dialog.png",
auditChainVerified: "/docs/guides/security/images/audit-chain-verified.png",
auditEventDrawer: "/docs/guides/security/images/audit-event-drawer.png",
auditExportDialog: "/docs/guides/security/images/audit-export-dialog.png",
auditLogViewer: "/docs/guides/security/images/audit-log-viewer.png",
auditRecordLifecycle: "/docs/guides/security/images/audit-record-lifecycle.svg",
logPrivacyRedactionEnabled: "/docs/guides/security/images/log-privacy-redaction-enabled.png",
modelProviderEmptyState: "/docs/guides/security/images/model-provider-empty-state.png",
privacySettings: "/docs/guides/security/images/privacy-settings.png",
siemConnectWizard: "/docs/guides/security/images/siem-connect-wizard.png",
supportActorMasking: "/docs/guides/security/images/support-actor-masking.svg"
},
tools: {
addToolModal: "/docs/guides/tools/images/add-tool-modal.png",
addToolsPanel: "/docs/guides/tools/images/add-tools-panel.png",
codekitActionEditor: "/docs/guides/tools/images/codekit-action-editor.png",
codekitConnectToolkitsDialog: "/docs/guides/tools/images/codekit-connect-toolkits-dialog.png",
codekitSchemaDialog: "/docs/guides/tools/images/codekit-schema-dialog.png",
codekitToolkit: "/docs/guides/tools/images/codekit-toolkit.png",
codekitToolkitAnatomy: "/docs/guides/tools/images/codekit-toolkit-anatomy.svg",
createActionDialog: "/docs/guides/tools/images/create-action-dialog.png",
createCodekitDialog: "/docs/guides/tools/images/create-codekit-dialog.png",
responseFilteringDialog: "/docs/guides/tools/images/response-filtering-dialog.png",
toolGambitEditorAgentMode: "/docs/guides/tools/images/tool-gambit-editor-agent-mode.png",
toolGambitEditorWorkflowMode: "/docs/guides/tools/images/tool-gambit-editor-workflow-mode.png",
toolkitDetail: "/docs/guides/tools/images/toolkit-detail.png",
toolsConnected: "/docs/guides/tools/images/tools-connected.png",
toolsDirectory: "/docs/guides/tools/images/tools-directory.png",
viewActionsModal: "/docs/guides/tools/images/view-actions-modal.png",
workflowModeResponse: "/docs/guides/tools/images/workflow-mode-response.png"
}
};
export const urls = {
app: "https://dashboard.hellotars.com",
site: "https://hellotars.com",
support: "mailto:support@hellotars.com",
status: "https://status.hellotars.com"
};
At the end of this page, you can handle a full conversation in the conversation pane, from first reply to transcript.
## Before you start
Before you start, sign in to the dashboard and select the organization you want to work in.
* You need a live-chat seat. See [Live-chat overview and seats](/docs/guides/live-chat/overview-and-seats).
* Open **Conversations** and select a conversation. The views rail, queue tabs, filters, and details rail are covered in [Work the inbox](/docs/guides/live-chat/work-the-inbox).
## The conversation header
The header shows the end user's avatar, name, and presence. Presence reads **Online** or a relative last-seen time such as **Last seen 5 minutes ago**. The controls on the right change with the conversation state.
| State | Controls |
| -------------------------------------- | ----------------------------------------------------------------------------------- |
| Active and controlled by a human agent | A **Resolve** split button. Its caret menu offers **Mark pending** and **Snooze…**. |
| Snoozed | An amber badge such as **Snoozed · 3h left** and an **Unsnooze** button. |
| Pending | An **Open** button that reopens the conversation. |
Two controls are always present. A details toggle shows or hides the details rail, with tooltips **More details** and **Close details**. A **More actions** menu offers **Send transcript** and **View trace**.
### Snooze options
Select **Snooze…** to open a popover with the presets **1 hour**, **4 hours**, **Tomorrow morning**, and **Next week**. Select **Custom…** to pick a date and time in 15-minute steps, then select **Snooze**. A toast confirms **Snoozed**.
## Reply to an end user
The thread opens in the pane with the composer at the bottom.
The pill at the top left toggles **Reply** and **Private Note**.
The composer supports rich text, emoji, attachments, and voice notes.
The button reads **Sending…** while the message goes out.
Rich text formatting sits in the toolbar above the editor: **Bold**, **Italic**, **Code**, **Bullet list**, **Numbered list**, and **Add link**. The **Switch to plain text** toggle at the bottom hides the formatting tools.
### Composer toolbar
| Control | What it does |
| -------------------------------------------------- | --------------------------------------------------------------------------------------------------------------------------------- |
| **Reply** / **Private Note** pill | Switches between a message to the end user and an internal note. |
| **Undo** and **Redo** | Step through your edits. |
| **AI Copilot** menu | Opens the Copilot actions. See [Use Copilot](/docs/guides/live-chat/copilot). |
| **Expand** toggle | Opens the composer in a **Compose reply** or **Compose private note** modal. The docked area reads **Editing in expanded view…**. |
| **Attach file** | Adds files to the message. |
| **Emoji** | Inserts an emoji. |
| **Share contact** | Opens the **Share contact** dialog with **Name**, **Phone**, and **Email** fields, then **Attach** adds a contact card. |
| **Share link as card** | Opens the **Share link as card** dialog with **URL**, **Title**, **Description**, **Image URL**, and **Site name**. |
| **Record voice message** | Records a voice note. The tooltip changes to **Recording...** and then **Voice note ready**. |
| **Add signature** / **Remove signature** | Toggles your signature on this reply. Shown only in Reply mode when a signature is enabled. |
| **Switch to plain text** / **Switch to rich text** | Switches between rich text and plain text. |
Pasting a link shows a preview card. Select **Remove link preview** to send the message without the card.
### Attachments and voice notes
The composer shows a toast when a file cannot be added. The toasts read **Too many attachments**, **File too large**, and **File type not supported**. Each toast explains the reason, for example a **40MB** file size limit or a maximum of **10** files per message.
While a voice note records, **Cancel recording** discards it and **Stop recording** keeps it. When more than one microphone is available, a **Select mic** control appears. The recorder shows a red **max 5:00** marker as the recording nears the limit.
## Change the send hotkey
The Conversations settings open on the **Preferences** page.
The card sits under **Composer & Editor Experience**.
On a Mac the second option reads Cmd+Enter. A toast confirms **Your settings have been saved successfully**.
With the modifier option, the **Send** button shows the modifier key beside its label. Enter then adds a new line. Inside a list, Enter always adds a new item.
## Quote a specific message
Hold the pointer over a message and select the **Message actions** button, or right-click the message. Select **Reply** to quote it. A replying-to banner appears above the composer with a dismiss control. The same menu offers **Copy text** and **Copy link to message**.
## Private notes and mentions
Select **Private Note** in the pill. The composer turns amber, the placeholder reads **Add a private note...**, and the toolbar shows **Only visible to agents**. Notes stay in the thread for your team and are never visible to the end user.
Mentions work inside private notes only. Type `@` and pick a human agent from the popover. The mentioned human agent receives a notification, and the conversation appears in their **Mentions** view.
## Follow a conversation
The details rail has a participants section. Its header shows the count, for example **0 participants**, and the body lists the human agents who follow the conversation. When nobody follows it, the section reads **No participants**.
Select **Follow conversation** to add yourself. The link is replaced by **You are following**. Seat holders also get a **Manage participants** button beside the header. It opens a popover with a **Search agents...** field, where you select a human agent to add or remove.
Conversations you follow appear in your **Participating** view, and a new message on one raises a notification. See [Work the inbox](/docs/guides/live-chat/work-the-inbox) and [Live chat notifications](/docs/guides/live-chat/notifications).
## Drafts
Unsent text is saved as a draft per conversation. When you switch conversations and come back, the composer restores your text.
## Create and use canned responses
Canned responses are reusable replies you insert with `/` followed by a shortcode. The settings page describes them as **"Reusable replies available to every agent across all inboxes. Insert with /shortcode in the composer."**
The page has a **New response** button and a search field with the placeholder **Search shortcode or body**. The table shows **Shortcode**, **Body**, **Visibility** (badge **Shared** or **Personal**), **Created by**, and **Created**. The empty state reads **"No canned responses yet. Create your first one."**
A lock icon marks rows you cannot edit. Its tooltip reads **Only admins can manage shared responses** or **You need a livechat seat to manage personal responses**.
### The New canned response dialog
Existing canned responses are listed with their shortcode, body, and visibility.
The **New canned response** dialog opens.
Keep it short, for example `greet`. The placeholder suggests **e.g. greet**.
Type `@` in the body editor to insert a token, for example the end user's name.
**Personal** means **Only you can use this response**, and **Shared** means **Everyone in the team can use this response**.
**Save** stays disabled until both the shortcode and body are filled. A toast confirms **Canned response created**.
Only admins can pick **Shared**. Other members see the tooltip **Only admins can create shared responses**.
### Tokens in the body
Tokens fill in with values from the current conversation when you insert the response. Built-in end user tokens are `name`, `email`, and `phone`. Custom attributes defined by an admin appear in the same picker, grouped by conversation and end user. See [Set up custom attributes](/docs/guides/live-chat/set-up-inboxes#set-up-custom-attributes).
### Insert a canned response
In the composer, type `/` at the start of a word, then part of the shortcode. A popover lists matching responses. Use the arrow keys to move, **Tab** or **Enter** to insert, and **Esc** to dismiss.
### Save a sent message as a canned response
Hold the pointer over one of your own messages, open **Message actions**, and select **Add to canned response**. The **New canned response** dialog opens with the message text already in the **Body** field.
### Edit or delete a canned response
Select a row, or its pencil icon, to open the **Edit canned response** dialog. The trash icon opens a delete dialog titled with the shortcode, for example **Delete /greet?**. It explains: **"This canned response will be removed. Existing messages already sent using it are unaffected."**
## Signatures
Open **Settings** from the views rail, then find the **Personal message signature** card on the **Preferences** page. Turn on the switch, write the signature in the editor, and select **Save message signature**. The card notes that the signature appears below your message body, separated by a delimiter, and that private notes never include it.
In the composer, the **Add signature** button toggles it per reply.
## When you cannot reply
The composer is replaced in some states.
| Situation | What you see |
| ------------------------------- | --------------------------------------------------------------------------------------------------------------------------- |
| Conversation resolved | **Conversation resolved** with a **Reopen conversation** button. |
| Conversation abandoned | **Conversation abandoned** with a **Reopen conversation** button. |
| Assigned to another human agent | A banner naming the assignee with a **Reassign to me** button. A **Reassign conversation to yourself?** dialog confirms it. |
| The agent is in control | **"You're observing this conversation. Take over to reply."** with a **Take over conversation** button. |
| Admin without a seat | **Assign yourself a seat to reply** with a **Manage seats** button. |
## Resolve a conversation
Resolve works only when a human agent controls the conversation. Otherwise a toast explains that it was not resolved.
The **Resolve conversation** dialog opens.
Labels already applied are shown checked and disabled.
The internal note has a counter that shows the 500-character limit.
The button reads **Resolving…** while it completes.
## Share a transcript
The **Send conversation transcript** dialog opens with a **Preview** panel.
Choose **The customer**, **The assigned agent**, or **Another email address**.
Download saves a zip with attachments, or a text file. A toast confirms the send.
For long conversations, the preview shows only the start. The sent and downloaded transcript is always complete.
## Verify
Send a reply in a test conversation, add a private note, and insert a canned response with `/`. The reply and the filled tokens appear in the thread, and the note stays amber and internal.
## Related pages
* [Work the inbox](/docs/guides/live-chat/work-the-inbox)
* [Set up inboxes](/docs/guides/live-chat/set-up-inboxes)
* [Notifications](/docs/guides/live-chat/notifications)
* [Use Copilot](/docs/guides/live-chat/copilot)