Once the widget is live, the first visitor message lands in your Inbox within milliseconds. The inbox plays a soft tone (configurable) and shows a desktop notification if the agent has granted browser-notification permission.
Claim the conversation
Click the conversation to open it. The header shows the visitor's name (if known), location (from IP), and the page they opened the chat from. The chat history appears below.
Reply
Type in the composer at the bottom. Press Cmd+Enter (or Ctrl+Enter) to send. Use slash commands for quick actions (/macro insert saved reply, /tag add a tag, /assign change owner).
Let the AI help
Press Cmd+J to ask message.ai for a suggested reply. The AI grounds its draft in your knowledge base and your CRM. You edit and send, or send as is. Every AI suggestion is logged and reviewable in Settings > AI > Suggestions.