Redesigned Live Chat Agent Experience

Live chat is where your team steps in when the AI hands off — and it deserved an experience built for real teams. Today we're shipping a full redesign of the Live Chat agent dashboard, turning it into a true collaborative inbox.

Assign conversations to teammates

Support is a team sport. You can now assign any conversation to a teammate, so the right person owns the right chat. Assignees come straight from your workspace members, so the people you've already invited to collaborate are exactly the people you can route conversations to.

Know who's handling what

No more guessing whether a customer is still waiting on a person. The redesigned dashboard makes it easy to track which conversations have been answered by a human and which are still being handled by the AI agent — so nothing slips through the cracks and no customer is left hanging.

Snooze what can wait

Not every conversation needs attention right now. Snooze any conversation to clear it from your active view and have it resurface later, keeping your team focused on what's urgent without losing track of the rest.

Powered by Workspaces

This redesign is built on top of our new Workspaces foundation. Because your teammates live in your workspace, assignment, collaboration, and handoffs all flow naturally between the people already on your team.

Why it matters

Human handoff is the moment that earns customer trust. By making assignment, status tracking, and snoozing first-class parts of the live chat experience, we're helping your team respond faster, stay organized, and make sure every conversation lands with the right person.

Open the Live Chat dashboard to try the new experience.