What is an internal chat?
LiveAgent’s internal chat allows you to connect with your colleagues without having to use any third-party application. The team chat gives you the ability to send instant text messages and as well as attachments (all common file types are supported). Moreover, the communication is only visible to you and the recipient of your message.

How do you start an internal chat?
To start, find the agent you want to contact in the “Online agents” section of the dashboard. Click on the green (online) or grey (offline) dot and select “Send instant message”. Keep in mind that you can send messages even while your colleagues are offline (they can read them at a later time).
Alternatively, you can start an internal communication directly from a ticket, or from an ongoing chat. The process is the same. Simply click on the green dot and select “Send an instant message.” When you start the communication this way, the chat will contain the ticket number that you started the conversation from.

What other features does the internal chat support?
If you want to ask for help, you have the option to copy and paste a ticket’s unique ticket number into the internal team chat, which instantly creates a clickable link. The recipient of your message can click on the link and be instantly redirected to the ticket.

How many chat windows does internal chat support?
The internal chat window supports multiple conversations at the same time. The size of the window can be changed according to your preference and positioned anywhere within LiveAgent’s UI.

Why should you use internal chat?
Benefits:
- Saves time – no switching between platforms
- Builds a positive organizational culture
- Improves teamwork
- Better customer service experience
Ready to give it a try?
LiveAgent is the most reviewed and #1 rated help desk solution. Our free 14-day trial offers full ticketing, live chat, call center functionality, and more! Try it today. No credit card required.<br>
Other Live Chat features:
Real-time Typing view
Real-time Typing view is basically a preview of the visitor’s live chat message. It was created to help your agents effectively solve the issue faster and make the customer’s experience better.

Chat embedded tracking
LiveAgent provides a free plugin that allows you to connect important data from your live chat with Google Analytics. Thus, you can quickly analyze the overall impact of the live chat customer service on your conversions.

Chats overview
Get an overview and quickly analyze the current live chat situation with the Chats overview feature. For instance, you can view; visitor’s country, visitors in a queue, chatting visitors, available agents, and more.
Want to know more?
Discover all the Live Chat features – LiveAgent.
Knowledgebase resources:
Haven’t customized a chat button, yet?
Here is a step-by-step guide on how to create a chat button in LiveAgent.
Instant chat, also known as IM, allows real-time transmission of short messages between two or more people via the internet. Users can send clickable hyperlinks, photos, videos, and even voice recordings using IM software. To offer this service on your website, simply place a chat button widget on your site. Utilizing IM in customer support, such as through live chat software, is preferred by customers for its instant response. Live chat software is part of a larger solution, like help desk software, which provides additional features for a higher level of customer service.
Live chat agents are employees who respond to customer queries via live chat, requiring computer proficiency, product knowledge, and multitasking abilities. They should communicate professionally and respond to queries within three minutes. To improve their efficiency, companies can use tools such as typing tests and customer service software with features like a customer portal. LiveAgent provides a free trial for handling all customer inquiries from one interface. Customer service agents cannot perform tasks beyond their technical capabilities or restricted by the law.
The text describes LiveAgent, a customer service software that offers features like complaint management systems, email and inbound call center software, and self-service software. The company also provides demo, pricing, support, and integration features, as well as an affiliate program. The text ends with information on the installation process and the use of cookies on their website.
Online chat has become an important tool for modern companies to improve customer experience, increase efficiency, and reduce service costs. Chatiquette helps prevent misunderstandings, and LiveAgent offers live chat support with different configurations. Chat support is popular for real-time communication, with agents adhering to basic chat rules such as correct grammar and spelling. Skilled representatives with knowledge and communication skills are crucial for good customer service, which involves developing communication skills, providing multi-channel service, and using a customer service system. LiveAgent offers various features such as VoIP phone systems, client portal software, and help desk software for startups.