Live Chats in Inbox
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.
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.
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.