Team & Settings
Add team members, configure profiles, set schedules and availability, manage notifications, and control how your team uses the web dashboard and platform apps.
Adding and Managing Team Members
Invite team members, assign roles, and manage your roster. Control who has access to chat, settings, and reporting.
Profile Settings: Display Name, Photo & Status
Set up your profile — display name, profile photo, status message, and timezone. Visitors see your name and photo during live chats.
Online Schedule vs Manual Status
Understand how the online schedule and manual status work together. When schedule is enabled, it controls availability automatically. When disabled, team members set their own status. AI chatbots can take over when everyone is offline.
Notifications and Mobile Alerts
Get notified of new chats via the web dashboard, email, or your team platform (Teams, Slack, Google Chat). Use mobile apps for Teams and Slack to get push notifications on your phone.
Using the Inbox: Views, Filters & Replying
Tour the Inbox: All open, Live now, Awaiting, and Recently closed views, plus replying, notes, assignment, tickets, and outbound compose.
Visitor Channels: Website Chat, WhatsApp & SMS
Set up the channels your visitors use to reach you — website chat widget, WhatsApp Business, and SMS via Twilio.
Managing Tickets: Track Issues Beyond the Chat
Create tickets from conversations, track them through resolution, and connect them to contacts - follow-up work that never falls through.
Contacts and Companies: Your Built-In CRM View
Every identified visitor becomes a contact; business domains roll up into companies - history, enrichment, and follow-up in one place.
The Email Channel: Shared Inbox for Support Email
Route support email into the same Inbox as your chats: forwarding setup, rich replies with attachments, and one timeline per contact.
What Happens When Everyone Is Offline
How Social Intents handles visitor messages when all team members are offline — AI chatbot takeover, message queuing, offline forms, and notifications.
Canned Responses and Quick Replies
Save pre-written replies for common questions so team members can respond faster. Create, organize, and use canned responses during live chats.
Visitor Information: What You See During a Chat
When a visitor starts a chat, you can see their name, email, location, browser, current page, and visit history. Learn what visitor data is available and how to use it.
Blocking and Banning Visitors
Block or ban abusive or spam visitors from your chat widget. Manage your block list and understand how banning works.