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.

A visitor read marks only replies at or before that request's cutoff. Replies that arrive while the request is running remain unread and keep their email reminder.

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. Chat emails use dark text and underlined attachment links on light message backgrounds so they remain readable when an email viewer displays tables on white.

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. Transcripts are not sent for an account that is being deleted or disabled.

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.

Customers can also reply by email to a chat transcript. If a server interruption stops the AI reply or the team alert after the customer message is saved, the next delivery retry resumes both automatically. No reply or alert is lost.

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. If an AI takeover is interrupted, it starts again after a short delay instead of running twice.

Customer Identity

Anonymous chat can collect lead details during the conversation. The widget shows the visitor's first message and then asks for missing contact details. Later messages continue in the same conversation. Signed widget users keep their chat history connected to a stable customer profile, which also links their feedback and product activity.