Send a test message
Install the widget, then open your website in a separate browser session. Complete the pre-chat form if enabled and send a question. Keep your agent session open at https://app.message.com/.
Open the conversation
Use the queue to take a waiting chat, or select a conversation already assigned to you. Check the customer information and previous messages before replying. Your role, department and channel access affect what appears in your queue.
Reply
Type in the chat composer. Enter sends; Shift+Enter adds a new line. You can start an empty message with / to insert a saved reply, then edit it before sending. Confirm the message was sent before retrying after a connection problem.
Finish or transfer
Use the conversation controls to transfer work when another teammate needs to handle it. End the chat when the request is resolved; the confirmation explains that it moves to the Archive. An internal note gives teammates context without sending that note to the visitor.
Keep going
Put the next step into practice, or ask us about your setup.