Managing chat conversations

Managing chat conversations

When a visitor starts a chat on your website, your agents receive the message in real time through the agent portal.

How agents receive chats

1. Agents must be logged into the agent portal at dial.6xcom.com.
2. When a visitor sends a message, the agent sees a notification in the Visitor Chat panel.
3. Click the visitor name to open the conversation and reply.

Chat features

• Real-time messaging — messages appear instantly on both sides.
• Visitor info — see the visitor name, email (if provided), and page they are on.
• Chat history — full conversation history is saved in Dashboard → Chat Logs.
• Multiple visitors — agents can handle multiple chat conversations simultaneously.

Offline behaviour

If no agents are online, the chat widget shows an offline message. Visitors can still leave their name and email so you can follow up.