Handling chats in Lead Center

Lead Center's chat tool allows you to track and respond to each chat message sent via your website. Each time a customer sends a chat message, we’ll instantly alert you with a desktop notification or email. Your chats will be available in Lead Center, right along with your calls, texts, and form submissions for a unified view of all your communications and customers.

Incoming chats

New chats will appear in the Active section of the inbox, located on the left-hand side of the page. All active agents will see the chat in their inbox. There are two locations where you can respond to an incoming chat:

  1. The Active section of the inbox will show a Respond button when you hover over the chat interaction.

  2. If you select the chat without clicking on Respond, the chat preview and session information will show in the middle Interaction panel with the Respond button showing in the lower right-hand corner.

  3. Selecting the Respond button from either location will allow you to write a reply at the bottom of the Interaction panel.


  4. Once you are ready to end your chat, click the red End Chat button in the upper right-hand side of the Interaction Panel. When the chat ends, it will move from the Active section into the Reviewed section.

    Reviewed chats

    Chat conversations in the Reviewed section are chats that either an agent or customer has closed.

    A chat in the Reviewed section can no longer be re-opened, but if the customer provided a phone number, the agent has the option to call or text the customer. There are two locations where you can respond to a recent chat conversation:

    1. Clicking the menu icon within the chat interaction in the inbox shows the Call and Text icons.

    2. If you select the chat interaction the chat conversation and session information will show in the middle Interaction Panel. You will see the Compose text and Open dialer icons in the upper right-hand corner.

    Classify your chats

    Classifying transactions in Lead Center means that Agents can qualify, tag, assign a value, or take notes to help organize and analyze chats. You can classify your chat during or after the conversation takes place using the classification panel in the bottom right-hand side of the page.

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