Team and Portal Member Limits
Q: How many team members and portal members can be added to each account and be included in live chat?
A: Each account can have a maximum of 100 members (team members + portal members) participating in live chat.
Live Chat Notifications
Q: How do live chat notifications work?
Users can choose from three notification settings:
Always notify – You receive notifications for all messages.
Only for mentions – You are notified only when someone tags you in a message.
None – No notifications will be sent.
Additionally, email notifications will be triggered one minute after a message is received but has not been read. However, to prevent spam, no further email notifications will be sent until the user has returned and read the conversation.
Managing Live Chat Settings
Q: Can I turn off live chat for the entire company?
A: Yes, you can disable live chat company-wide by visiting:
🔗 Company Settings
Q: Can I turn off live chat for just one account?
A: Yes. To disable live chat for a specific account:
Click the three dots next to the user bubbles at the top right of the chat.
Select Other Settings.
Click Turn off live chat.
Sorting and Prioritizing Chats
Q: How is the live chat account list sorted?
The default sorting order is:
Pinned accounts at the top.
Non-pinned accounts below pinned ones.
Muted accounts after non-pinned ones.
Accounts with live chat turned off at the bottom.
However, when an account has unread messages, it automatically moves up to the top of the list, breaking alphabetical order. Pinned and non-pinned accounts remain separate in this behavior.
Q: Can I keep chats sorted alphabetically instead of prioritizing unread messages?
A: Yes. To stop unread messages from reordering your chat list:
Click the three dots at the top right of the chat list.
Select Stop prioritizing unread.
This will keep chats sorted alphabetically while still distinguishing pinned and non-pinned accounts.
General Chat Features
Q: Can I clear chats?
A: No, chat histories cannot be cleared at this time.
Q: Can I rename chats?
A: No, chat names cannot be changed.
Q: Can I change the welcome message in the live chat?
A: No, the welcome message cannot be customized. If you'd like this feature, you can submit a request at our feedback page.
Q: Can I drag and drop files or photos into the live chat window to upload?
A: Yes, but only one at a time. If you are having issues be sure you are only dragging and dropping one file at a time.
Q: Can I view who has reacted to the messages?
A: No, we do not currently support viewing who has reacted to a message.