Chat

Chat is the shared inbox for conversations started through the Managani widget. Open All Chat to work across sites or select a site and open Chat for a site-only queue.

Conversation Workflow

• Waiting — The visitor is waiting for a team response
• Open — The conversation is active
• Closed — The conversation is complete

Open a conversation to read its messages and customer context. You can reply, assign it to yourself or another teammate, add an internal note, mark it read, change its status, send the transcript, or delete it. Opening a conversation marks its notifications read and dismisses its active Desktop or browser alert for you.

Transcripts

Open AI Automation → Chat AI → Chat transcripts for each site. Team transcripts are on by default and send after 10 minutes without a new chat message. Enter team email addresses, or leave them empty to use the Chat AI escalation recipients. If neither is set, no team transcript can be sent. Each later email contains only new messages and replies in the same email thread.

Customer transcripts are also on by default. When either the team or customer closes a chat, Managani emails the customer the messages they have not received in a transcript email yet. The customer must have an email address. Unread-reply fallback emails join the same thread after the first customer transcript. Send transcript now in the chat details drawer sends new messages immediately to available team and customer recipients, even when automatic delivery is off. If no messages are new, it reports that the transcript is up to date.

New replies arrive through realtime updates. Browser and email preferences are managed under Settings > Notifications; Desktop adds its native notification controls on the same screen.

Chat AI

AI Automation can answer eligible conversations using the site's public knowledge sources. Configure its instructions, operating rules, and escalation recipients before enabling automatic runs.

Chat AI escalates work that needs a person instead of silently closing the conversation. Keep public knowledge current and review the outgoing-email history while tuning the agent.

When human priority is active, the status above the composer explains the countdown. An unanswered visitor message shows 4:48 for you to reply before AI takes over. After your reply it shows AI can answer the next customer message in 4:48. AI still answers only when a visitor message remains unanswered.

Customer Identity

Anonymous chat can collect lead details during the conversation. Signed widget users keep their chat history connected to a stable customer profile, which also links their feedback and product activity.