If a visitor starts a conversation through your website’s Live Web Chat, the interaction is recorded in your Activities section. From here, you can review chat details, read the full transcript, and add internal notes for follow-up.
Where to Find Live Chats
Open Activities → Chats to view all website chat interactions handled by Abby.
The chat list shows:
Date – When the chat occurred
Category – The chat tag applied to the conversation (for example, Lead or Support)
Visitor Name – The name provided by the website visitor
Notes – Key details collected during the chat
Rating – A rating for the chat interaction
My Notes – Internal notes you add to the chat record
Selecting a chat opens the full chat details.
Chat Details
When viewing a chat record, you’ll see a summary of the interaction, including:
Chat Started – The date and time the chat began
Category – The chat tag applied to the conversation
Visitor Name – The name entered by the website visitor
Notes – Information collected during the chat
Receptionist Name – The Abby receptionist who handled the chat
Chat Rating – A rating for the interaction
You can also add internal notes using the My Notes section to track follow-ups or share context with your team.
Chat Transcription
Each chat record also includes a Chat Transcription tab.
This provides a full transcript of the conversation between the visitor and the Abby receptionist so you can review exactly what was discussed.
Transcripts are helpful for:
reviewing visitor questions
tracking lead conversations
confirming details collected during the chat
Why Reviewing Chats is Helpful
Live chat records help you:
track website leads and visitor inquiries
review conversations handled by your receptionist team
follow up with potential clients quickly
monitor the quality of chat interactions