Live Chat Module

Free Communication Marketplace module for an embeddable website widget and a shared agent inbox. Soft-link Leads when that module is installed; escalate to Help Desk when that module is installed.

Guides

Audience	Document
Operators / workspace users	live-chat.md
Engineers	live-chat.md
Production / ops	live-chat.md · 1.5.0 / 1.5.1 readiness
Tenant API	tenant-v1-live-chat.md

Capabilities (1.6.0)

• One website widget per workspace (public key + embed snippet)
• Tawk-style visitor widget (circular FAB, branded header, agent avatar/name, suggested-reply chips, emoji/attach composer, optional “Powered by EloSync”)
• In-panel send errors with Retry (no browser alert); send lock + hydrate-before-retry; visitor ↔ agent typing indicators
• Embed snippet cache-bust (?v=) from Settings
• Widget branding (color, launcher text, position, header, logo, agent display name, suggested replies)
• Business hours + offline leave-a-message
• Visitor presence heartbeats (“who is on site”) with browser/OS/country when available
• Visitor text chat via public API (session token; short-poll with optional Reverb public channel); visitor attachments
• Shared agent desk at /live-chat with Overview / Inbox / Live visitors tabs (AppLayout + design system)
• Inbox: filters, assign/transfer, Reply|Note composer, / canned reply filter, visitor panel
• Lightweight overview stats (visitors today, answered/missed, page views, recent history)
• Widget / departments / canned replies under Settings → Live Chat (/settings?tab=live-chat)
• Canned replies for agents
• Departments + default routing
• Media attachments on messages
• Soft Lead create/link when Leads is entitled
• Help Desk escalate when Help Desk is entitled
• Ban visitor (manage)
• Inbound notifications: first visitor message wakes department agents (in-app + FCM); after assign, only the assignee; idle chats alert other department agents; visitor widget shows the answering agent’s Name
• Agent Echo realtime (inbox + conversation channels); message send soft-fails when Reverb is down; Automation triggers for open / inbound / closed

Permissions

live-chat.view · reply · assign · manage

Catalog

• Slug: live-chat
• Category: Communication
• is_default_included=false, is_billable=false, prices $0, version 1.6.0
• Install from Marketplace (not auto-installed)

Explicitly deferred

• Sharing invoices or other module records in chat
• Auto-create lead on first message
• Full analytics/reporting suite, AI bots, multi-widget brands
• Map view / sentiment engines
• Captcha / Turnstile beyond throttle + TTL
• EloSync Mobile screen