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Live Chats in Inbox

Timer1 min read
JustinJustin

SparrowDesk offers a dedicated Live Chats section inside the Inbox to help support agents focus on real-time customer conversations without the noise of the entire conversation list.

What is the Live Chats tab?

The Live Chats tab is a focused view designed specifically for ongoing conversations happening via the chat channel. It allows agents to:

  • See only active chat conversations, reducing distractions.
  • Engage with users in real-time.
  • Update conversation properties (status, assignee, tags, etc.) just like in the “All Conversations” view.

inbox-live-chats.jpg

How do chats appear in this tab?

Whenever a customer sends a message through the chat widget, the conversation automatically appears in the Live Chats tab. From here, agents can:

  • Read and respond to messages.
  • Perform actions like assigning, updating status, or adding notes.
  • Use AI Copilot (if enabled) for faster replies or summaries.

What happens when a chat becomes inactive?

To keep the tab focused on real-time activity, SparrowDesk uses inactivity logic:

  • If a user becomes inactive for 30 minutes, the conversation is automatically moved to the Inactive Chats filter.
  • Agents can easily toggle between Active and Inactive chats using filters at the top.

inbox-ive-chats-inactive.jpg

How long do Inactive chats stay?

  • Inactive chats remain visible in the Live Chats section for 7 days.
  • After 7 days, they are removed from the Live Chats tab.
  • These conversations are not deleted — they will continue to be available in the All Conversations view at any time.

Key Notes

  • Live Chat tab is available only for conversations via the chat channel.
  • Email or other channel conversations do not appear in this tab.
  • You can still access the same chat from the All Conversations or via search.


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