The visitor experience
What people see and can do when they chat with your agent — rich cards, quick replies, images, voice, handoff, and returning sessions.
Here's what a conversation looks like from your visitor's side, on the widget and (where supported) on messaging channels.
Rich replies
Your agent's answers aren't just text. Depending on what it's doing, a visitor may see:
Prop
Type
Replies stream in as the agent thinks, and a visitor can stop a reply mid-stream.
Media
- Images — visitors can attach photos (up to four per message) when the agent accepts images; the agent understands them and replies in context.
- Voice — visitors can record a voice message when voice is enabled. See Voice.
Starters and greeting
A fresh visitor sees your greeting and, if you set them, tappable conversation starters to get going with one click.
Handoff
When a conversation is handed off, the widget shows that a team member is being connected, and your replies from the inbox appear right in the chat. Read receipts (✓✓) show when messages have been seen.
Returning visitors
The widget remembers a visitor between page loads and visits, so they return to the same conversation and history rather than starting over.