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Live Chat
Agent Guide
A step-by-step guide for customer support agents to handle website live chat conversations in Chatwoot Cloud — from login to resolution.
For Support Agents
Goal: Open new chats, reply to customers, use a template reply when helpful, and mark the conversation done.
Tip: If you’re unsure what the customer means, ask a short clarifying question before troubleshooting.
Tip: If you’re unsure what the customer means, ask a short clarifying question before troubleshooting.
1
Log in to Chatwoot Cloud
Access your support dashboard
2
Log in using one of these (your company will tell you which):
Login with Google | Login via SSO | Email + Password
Login with Google | Login via SSO | Email + Password
Screenshot: Chatwoot Cloud login page
2
Find New Customer Messages
Your conversation queue
In Chatwoot, a customer chat becomes a Conversation. You’ll typically see these views:
Mine — conversations already assigned to you
Unassigned — conversations waiting for someone to pick up
All — everything (use with care if you have a big team)
Reference: Dashboard Basics (official docs)
3
Open a Conversation
Read and claim the chat
1
Click a conversation in the list (usually newest at the top).
2
Read the customer’s last message carefully. Check the customer panel on the right for context.
3
If it’s unassigned, assign it to yourself (if your team expects that).
4
Reply to the Customer
The basics of sending a message
1
Click into the Reply box at the bottom of the chat.
2
Type your message.
3
Press
Send (or Enter, depending on your settings).
Before you hit Send: double-check you’re replying to the right customer conversation.
5
Use a Saved Reply
Canned Responses for faster replies
If you reply with the same text often (greetings, asking for details, “we’ll get back to you”), use a Canned Response.
1
Click into the reply box.
2
Type
/ (slash).3
Select a canned response from the list (and edit it if needed).
4
Send.
Keep it human: Templates are a starting point — always adjust details to the customer’s question.
Reference: Canned Responses — Lesson 3b (official docs)
6
Leave an Internal Note
Private Notes for team communication
Use Private Note to ask a teammate something or leave internal context. Customers cannot see private notes.
1
Switch the reply area from Reply to Private Note.
2
Type your note (use
@ to mention a teammate if your account supports it).3
Post the note.
7
Close the Conversation
Mark it as Resolved
When the customer’s question is answered (or the issue is fixed), click Resolve.
If you’re waiting on the customer, leave it open (your team may have a rule for this).
8
Mobile App Option
iOS & Android — reply on the go
Chatwoot has a mobile app so you can reply on the go.
1
Open the Chatwoot app.
2
When asked for the installation URL, enter:
app.chatwoot.com3
Tap Connect, then log in with the same method you use on desktop.
Security reminder: Use your work login only. If your phone is shared, don’t stay logged in.
References:
Mobile app for Android |
Mobile app for iOS
Sources (Official Chatwoot Docs)