fdback.ioLive Chat & Inbox
Chat with visitors from your widget and public board, and answer them from one inbox
Live chat lets visitors talk to your team from the SDK widget and your public board. Every conversation lands in the Inbox, where your team replies, assigns and resolves them. Your AI agent can answer first and bring the team in when needed.
Turn it on
Go to Settings → Chat:
| Setting | What it does |
|---|---|
| Enable live chat | Adds a Chat tab to the widget. Turning it off hides chat everywhere. |
| Show chat on the public board | A Chat with us button in the corner of your board (a Chat tab on phones). |
| Let visitors attach files | Visitors can send images, PDFs and short videos. Your team can always attach files. |
| Greeting | The first message visitors see. Leave it empty for the default, shown in the visitor's language. |
| Translate conversations (Pro) | Translates chats between your team's language and the visitor's. |
What visitors see
The first time, visitors go straight into a new conversation. Visitors who chatted before see Messages: each conversation with who it's with (your AI agent, the teammate who took over, or your workspace), the last message and when, with unread replies marked, and a New conversation button. The chat's header shows the same: your AI agent (Replies instantly) or the teammate's name and photo. A reply that arrives while the widget is closed shows as a dot on the launcher.
- Signed-in visitors (through the SDK or your board) keep their chats across devices.
- Anonymous visitors are remembered in their browser. After their first message they're asked for an email, so they can be told when you reply.
- Visitors see when you're typing, and whether their message was Sent or Seen.
Email follow-ups
If a visitor left an email and hasn't seen a reply, they get an email ("Acme replied to your message", with your workspace's name) about two minutes after the conversation goes quiet, with a Continue the conversation link (valid for 30 days).
Files
Up to 5 files per message: images (PNG, JPEG, GIF, WebP) and PDFs up to 8MB each, and up to 2 videos (MP4, WebM, MOV) up to 16MB each.
Working in the inbox
Open Inbox in the sidebar. Its badge counts open chats with an unread visitor message.
- Views: Open, Resolved, All and Spam, with filters for assignee (Assigned to me, Unassigned, or a teammate), channel (widget or public board) and Unread only.
- Search by name, email, message text or file name.
- Statuses: a chat is Open until your team (or the AI) replies, then Waiting on visitor. Resolve it when it's done; a new message from the visitor reopens it.
Replying
- Switch between Reply and Internal note. Notes are only visible to your team.
- Quote any message with Reply, and paste or drop screenshots straight into the composer.
- Your first reply assigns an unassigned chat to you. Replying while the AI is answering takes the chat over.
- From More actions: assign the chat, mark it as spam, or copy a link to it.
The Details panel shows who you're talking to (Signed in, Left an email or Anonymous), the chat's status, channel, assignee, the AI agent's state, and any feedback the AI created from the chat.
Translation (Pro)
With Translate conversations on, pick Your team's language. Visitor messages are translated for your team (Translated from Spanish, with Show original), and your replies are sent in the visitor's language. If a translation can't be made in time, the message is sent as written.
Who can use the inbox
Three permissions control it: View conversations, Reply to conversations and Manage conversations (assign, resolve, spam). Owners and Admins have them by default; give them to other roles under Settings → Roles. See Team & Roles.
Notifications and automations
- Teammates are notified about Live chat messages (the assignee, or everyone with inbox access while a chat is unassigned) and Chats assigned to you. While the AI is answering, the team is only notified when it hands off. See Notifications.
- Chats can start automation rules: Chat is started, Visitor replies, Chat is assigned and Chat is resolved, with actions like Assign chat and Resolve chat.