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, download the transcript, or delete it.

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.

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.