FAQ: Can my team chat live with customers?

Yes. Quackback includes live chat in the widget's Messages tab, answered from a shared inbox, with Quinn optionally replying first. Here is how to turn it on.

JM
James Morton
Written By James MortonLast updated about 2 hours ago

Yes. Quackback includes live chat: visitors message your team from the Messages tab in the widget, and your team replies from a shared inbox. Quinn, the AI agent, can optionally answer first and hand off to a person when needed.

Quackback is not only feedback boards. Alongside feedback, roadmap, and changelog, it has a support inbox with live chat (Messenger), email, and tickets.

Set up live chat

  1. Turn on Support. Go to Settings > General and turn on the Support module. This adds Admin > Inbox and the Messages tab in the widget.
  2. Install the widget. If the widget is not on your site yet, follow Install the widget. The Messages tab appears automatically once Support is on.
  3. Check the Messages tab. In Settings > Widget, under Tabs, make sure Messages is on. The same switch is under Settings > Support > Channels > Messenger as Widget.
  4. Set your greeting. In Settings > Support > Channels > Messenger, set the Team name, Welcome message, and Offline message visitors see.
  5. Reply from the inbox. New chats arrive in Admin > Inbox. Replies reach the visitor in the widget in real time.

Optional: let Quinn answer first

Quinn can reply to chats from your help center and other customer-safe content, and hand the conversation to your team when it cannot help. Set it up in Settings > AI & Automation > Agent. Quinn needs an AI model configured. See Configure the Quinn Agent.

Other options

  • Chat from the portal: turn on Portal chats in Settings > Support > Channels > Messenger to let signed-in customers start conversations from the portal's Support tab.
  • Auto-assign: turn on Auto-assign new conversations in Settings > Support > Channels to assign each new chat to an agent who is online.
  • Office hours: set your schedule in Settings > Support > Office hours so customers see when you are away and when you will be back.
  • Email: route your support mailbox into the same inbox. See Set up the email channel.
  • Signed-in customers: identify users in the widget so chats attach to their account. See Identify users.

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