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Why did a chat disappear from Live Chat?

The 24-hour session closed because the customer hasn’t sent a new message. The chat is still available in History, where you can reach them with a template.

Does sending a template reopen the session?

No. The session only reopens when the customer replies. Sending a template on its own doesn’t start a new window

Who can see my comments on a chat?

Any team member with access to that chat can see your comments. They’re never visible to the customer.

What happens when I close a chat?

The chat is marked Closed so your team knows it’s resolved. It still appears in History and can be reopened if the customer messages again.

Can an agent assign a chat to another agent?

No. Agents can only assign a chat to themselves. Only Owners can assign a chat to any agent.

Does assigning a chat notify the agent?

Yes, the agent gets a notification when a chat is assigned to them.

Does a chat stay assigned to the same agent forever?

No. Assignment is tied to the chat, so a new session on the same contact can be picked up by a different agent.

Still need help?

Our support team is ready to assist you.

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