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Reply to a live chat conversation in real time

An operator replies to a Live Chat conversation with the same composer as any other channel; delivery to the visitor is pushed over the dedicated visitor hub instead of a provider API call, typically arriving in under a second.

When this happens: Operator types a reply and sends it.

Step by step

  1. 1

    Open the Live Chat conversation from the Inbox.

  2. 2

    Types Yes, we ship to Moldova — 3–5 business days and clicks Send.

    Persists the Message (Outbound, Operator), sets Sending. Publishes the message to livechat-visitor:{tenantId}:{visitorSessionId} on the dedicated visitor hub and sets Sent. Sees the reply appear in the widget within about a second; the widget acknowledges receipt over the hub. Sets Delivered.

Other paths

Visitor's tab is not currently open

No active visitor hub connection exists for this session. The message stays Sent; when the visitor reconnects or resumes, the widget fetches every message newer than its last-seen id, including this one.

Typing indicator

Starts typing. The visitor sees [Operator] is typing… pushed to the visitor hub; the visitor's own typing is likewise shown to the operator via the shared conversation group (FR-23).

If something goes wrong

Message or attachment exceeds capability limits

The composed message exceeds 4,000 characters or an attachment exceeds the size/type/count limits. Blocks sending with an inline error before any Message is persisted.

Good to know

  • Emoji, reply-to-message, reply templates, internal notes, tags and status changes behave exactly as on every other channel — Live Chat introduces no exceptions. (FR-22-015, FR-25)
  • Read status is best-effort (visitor tab focused and message in view) and its absence is never treated as a failure.