# The live chat inbox

> Answer website chats, assign and snooze them, see Shopify orders, and move a chat to email.

Source: https://brandwise.ai/help/live-chat/live-chat-inbox
Last updated: 2026-09-30

Every chat from your widget lands in one inbox, where your team can reply, assign, and close conversations. Go to **Social Inbox** and click **Live Chat** at the top.

## Views

| View | What it shows |
|---|---|
| **Your Inbox** | Open chats assigned to you. This is where the inbox opens. |
| **AI Handoff** | Chats the AI handed to your team that nobody has picked up yet. |
| **Unassigned** | Other open chats nobody is assigned to. |
| **Closed** | Closed chats, plus chats that are snoozed. |
| **All** | Every chat, open or closed. |

Use the filter bar to narrow the list by **Assignee**, **Smart label**, **Unread only**, **Starred only**, or **Date**, and save filters you use often as a saved view.

## Reply to a chat

Type in the reply box and press Enter to send. Shift+Enter adds a new line. You can:

- Attach up to 5 files, up to 5 MB each, with the paperclip icon or by dragging them in.
- Add an emoji.
- Click the sparkles icon to have the AI write a reply for you. See [Generating AI replies](https://brandwise.ai/help/ai-knowledge-base/generating-replies).

Visitors can send you images and files too. Click an image to see it full size.

## Manage a chat

Use the buttons at the top of an open chat:

- **Assign to member** to give the chat to a teammate.
- **Snooze this conversation** to hide it until a date and time you choose. It moves to **Closed** until then, and comes straight back if the visitor writes again. Open the snooze dialog again and click **Unsnooze now** to bring it back early.
- **Close this conversation** when you're done. The visitor sees that the chat has ended and can start a new one.
- **More actions** to mark as read or unread, star the chat, or mute notifications for it.

You can also change a chat's smart label by hand, or select several chats to assign, star, close, or reopen them together.

## Visitor details

The side panel shows the visitor's name, email, and location, plus the **Recent page views** on your site before and during the chat.

If you've [connected a Shopify store](https://brandwise.ai/help/getting-started/connect-your-shopify-store), the panel also shows the visitor's Shopify customer details, orders, and past tickets once they share their email. Brandwise matches them to your Shopify customers on its own. No email yet? Click **Link to a Shopify order** to find them.

## Move a chat to email

Click **Convert to Email** in the reply box to move the conversation to your email inbox. This needs the visitor's email and a [connected mailbox](https://brandwise.ai/help/email/connect-your-mailbox). After that, the chat shows **View in Email** instead of a reply box.

## Live chat analytics

Go to **Analytics** and open the **Live Chat** tab to see replies sent, chats closed, AI replies, response times, AI handoffs, daily activity, and a breakdown by teammate.