Finding website chats in the inbox
Every conversation started through your chat widget lands in your workspace's Inbox, next to your other channels. Use the Website chat filter to see only these conversations.
Replying
Open a conversation and reply from the same composer you use for any other channel. There is no separate "chat mode": typing and sending works exactly as it does for LinkedIn, WhatsApp, or email. The visitor sees a typing indicator while you are writing, and your reply appears in their chat panel straight away if they still have the page open.
If the visitor has left the page, see "Email a visitor when they leave (chat email)" for what happens to your reply.
Sending files
You can attach files to a reply the same way you would on any other channel, up to five files per message. A visitor can send you an image (PNG, JPEG, GIF, or WebP) or a PDF, up to 10 MB. Anything else is not accepted from a visitor.
Files you or a visitor send show up inline in the conversation, in the inbox and in the visitor's chat panel.
Seen
Once you open a conversation, the visitor can see that their message has been seen.