Live Chat

Install Live Chat from Marketplace (free). Open Communication → Live Chat.

Widget setup

1. Open Live Chat and expand Widget settings (requires live-chat.manage).
2. Set greeting, branding (color, launcher text, position, header, logo), and optionally require name/email before chat starts.
3. Configure business hours (workspace timezone). Outside hours, visitors see the offline greeting and can leave a message when offline mode is enabled.
4. Optionally enable email notify agents for inbound/offline messages.
5. Copy the embed snippet onto your website (script loads from your EloSync API host).
6. Keep the widget Active so visitors can start conversations.

Regenerating the public key invalidates existing embeds until you update the snippet.

Agent inbox

• Conversation list on the left with filters: All, Unread, Mine, Unassigned, Open, Closed, Offline.
• Thread, visitor details, and actions on the right.
• Reply with live-chat.reply. Claim or assign with live-chat.assign. Close/reopen from the thread header.
• Insert canned replies from the composer (manage canned replies in settings).
• Search filters by visitor name, email, page URL, or message preview.
• New visitor messages update in near-realtime when Echo/Reverb is connected (polling remains as fallback). Desktop/sound alerts play while the inbox is open.

Departments

Create departments under widget settings (live-chat.manage), assign agents, and set a default department on the widget for new conversations.

Leads

When Leads is installed:

• Search and link an existing lead, or create a new lead from the thread and auto-link it.
• Unlink anytime. Linking requires live-chat.reply or live-chat.manage plus Leads access.

Help Desk

When Help Desk is installed, escalate a conversation to a ticket from the thread (live-chat.reply plus Help Desk create permission). The conversation keeps a soft link to the ticket.

Moderation

With live-chat.manage, ban a visitor from the thread. Banned visitors cannot start new sessions.

Notifications

New visitor messages create an in-app notification that opens /live-chat?conversation={uuid}. Optional email notify (widget setting) alerts agents when configured.