> For the complete documentation index, see [llms.txt](https://docs.taqnyat.sa/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.taqnyat.sa/docs/readme/quickstart/livechat-interface-overview.md). # LiveChat Interface Overview This page introduces the main areas of the LiveChat interface and explains how users can navigate the platform. The LiveChat interface helps users manage customer conversations, reply to messages, monitor activity, and access the tools available to them based on their role, permissions, and enabled services. The pages and options shown in the interface may differ from one user to another depending on the permissions assigned by the admin and whether the user has access to LiveChat, Chatbot, or both. ### Main Interface Areas After logging in, users will see the main LiveChat workspace. The interface usually includes: * Sidebar menu * Main page content * Conversation list * Chat window * Customer information * Message box and reply actions * Conversation actions * User profile and language options The available pages and actions may differ based on the user role, assigned permissions, and enabled services. ### Sidebar Menu The sidebar menu shows the main pages available to the user. Depending on the user’s permissions and enabled services, the sidebar may include pages such as: * Dashboard * Contacts * Fast Response * Chats * Archives * Export Data Not all users will see all pages. For example, a normal agent may only see: * Chats * Fast Response, if permission is granted * Archives, if permission is granted Pages such as **Dashboard** and **Contacts** are usually available only for users with higher permissions, such as supervisors or admins. The **Export Data** page is mainly available for chatbot users, depending on the chatbot setup and assigned permissions. ### Main Pages | Page | Description | | ------------- | ---------------------------------------------------------------------------------------------------------------- | | Dashboard | Shows conversation statistics, evaluation data, and LiveChat report export options. | | Contacts | Displays saved customer contacts. | | Fast Response | Allows users to view and use saved replies. Access may depend on permissions. | | Chats | The main page used to manage customer conversations. | | Archives | Shows closed or archived conversations. Access may depend on permissions. | | Export Data | Available for chatbot users to export customer data collected through chatbot conversations and saved variables. | ### Dashboard The **Dashboard** page provides an overview of LiveChat activity and performance. Depending on the setup and permissions, the Dashboard may include: * Total number of conversations * Conversation statistics based on a selected period * LiveChat report export option * Evaluating Conversations section, if the evaluation service is activated This page is usually used by supervisors, admins, or users who need to monitor performance, review customer feedback, and export LiveChat reports. Normal agents may not have access to the Dashboard unless permission is granted. #### Evaluating Conversations The **Evaluating Conversations** section is part of the Dashboard and appears when the evaluation service is activated. When this service is enabled, an evaluation message is sent to the customer after the chat ends. The customer’s response is then shown in the **Evaluating Conversations** table inside the Dashboard. This helps supervisors and admins review customer feedback and monitor conversation quality. If this section is not available on your Dashboard, the evaluation service may not be activated for your account. You can contact the support team to request activating it. ### Contacts The **Contacts** page displays saved customer contacts. This page can help users view or manage customer-related information, depending on the permissions available to them. Access to this page may be limited based on the user role. ### Fast Response The **Fast Response** page allows users to access saved replies that can be used while handling customer conversations. Fast responses help agents reply faster and keep responses consistent. Depending on permissions, users may be able to: * View fast responses * Use fast responses in chats * Add new fast responses * Edit existing fast responses * Delete fast responses * Share fast responses with other users Access to the Fast Response page and its actions depends on the permissions assigned by the admin. ### Chats The **Chats** page is the main page used to manage customer conversations. From this page, users can view conversations, open chats, reply to customers, send template messages, use fast responses, assign or transfer chats, and close or archive conversations. The Chats page may include different chat views, depending on the system setup and user permissions. ### Chat Views LiveChat organizes conversations into different views to help users manage chats more clearly. #### My Chats **My Chats** shows conversations assigned to the logged-in user. Agents usually use this view to follow up with customers and manage their active conversations. #### Queue **Queue** shows conversations that are waiting and are not assigned to an agent yet. Users with the required permissions can open a conversation from the queue or assign it to an agent. #### Department **Department** shows open conversations related to the user’s assigned department. This view helps supervisors monitor department activity and follow conversations handled by the team. #### Chatbot **Chatbot** shows conversations currently handled by the chatbot or conversations that have not yet been transferred to an agent. This helps users monitor bot conversations and take action when human support is needed. ### Conversation List The conversation list shows customer chats based on the selected view. Each conversation may display details such as: * Customer name or number * Waiting timer since the customer’s last reply * Assigned agent * Customizable tags added by agents to categorize customers or conversations * Unread message indicator Clicking a conversation opens the full chat in the chat window. ### Chat Window The chat window is where the full conversation with the customer is displayed. Inside the chat window, users can: * Read previous messages * View sent and received messages * Reply to the customer * Send template messages * Use fast responses * Attach supported files * Assign or transfer the chat * Close or archive the conversation * View and edit customer contact information * Add or update customer tags * View conversation history ### Customer Information The customer information area displays available details about the customer. This may include: * Customer name * Customer phone number * Customer email * Receiving promotional messages status * Internal memo or notes * Customer tags * Conversation history * Assigned agent * Chat status Depending on permissions, users may be able to update customer information, add notes, manage tags, and review previous conversation history. The available information may vary depending on the setup, permissions, and customer channel. ### Message Box The message box is used to write and send replies to customers. Depending on the conversation status, users may be able to: * Send normal text messages * Send approved template messages * Use fast responses * Attach images, PDFs, or other supported files * Activate the **Note** toggle to write an internal note that appears only inside the chat and is not sent to the customer * Use the **Only** **Media** button to view sent media files in the chat and find attachments more easily If the WhatsApp customer session is closed, users may need to send an approved template message before continuing the conversation. ### Archives The **Archives** page shows closed or archived conversations. Users can use this page to search and review previous conversations when needed. The Archives page allows users to filter archived chats based on different criteria, such as: * Date * Agent * Department * Tag * Chat Status * Mobile * Chat content After applying filters, the matching archived conversations will appear in the results. Users can also use the **Export** button to export the chats shown in the results as an Excel file. Access to Archives and export options may depend on the permissions assigned by the admin. ### Export Data The **Export Data** page is available for chatbot users. This page allows users to export data collected from customers who interacted with the chatbot. The exported data can include customer numbers and other information collected during the chatbot conversation, depending on the variables configured in the chatbot flow. For example, the exported columns may include: * Customer phone number * Selected service * Customer name * City * Branch * Request type * Any custom input collected from the customer These columns can be customized based on the user inputs and variables saved during the chatbot conversation. This data can later be used for analysis, customer insights, follow-up, or retargeting campaigns. Access to the Export Data page depends on the chatbot setup and user permissions. ### Settings The **Settings** area allows users with the required permissions to manage LiveChat preferences and automation options. Depending on the account setup and user permissions, settings may include options such as: * Sound notifications * Auto reminder for inactive chats * Auto archive timing * Evaluation message settings * Chat closing behavior * Web session or logout-related settings These settings help teams control how conversations are handled, how agents are notified, and how chats are closed or followed up. Access to settings may be limited based on the permissions configured from the Portal. If a user cannot access a specific setting, they should contact the admin to review their permissions. ### Access Based on Role The LiveChat interface may look different depending on the user role, assigned permissions, and enabled services. #### Agent Agents usually focus on daily chat handling. A normal agent may only see the pages needed to manage conversations, such as: * Chats * Fast Response, if permission is granted * Archives, if permission is granted Agents may not see pages such as Dashboard or Contacts unless the admin grants access. The Export Data page is usually related to chatbot data and may only appear for users with chatbot-related access. #### Supervisor Supervisors may have wider visibility across department conversations, queue activity, agent performance, reports, and archived conversations depending on their permissions. Supervisors may be able to: * Monitor team conversations * View department chats * Follow queue activity * Assign or transfer chats * Review dashboard data * Access archived conversations, if permission is granted * Export chatbot-collected data, if the Export Data page is available and permission is granted #### Admin Admins may have wider access to LiveChat pages depending on the permissions assigned to their account. However, user management, permissions, departments, templates, and LiveChat-related configuration are managed from the Portal, not directly from the LiveChat interface. If a user cannot see a specific page or action in LiveChat, the admin can review and update the user’s permissions from the Portal. ### Important Note If a user cannot see a specific page or action, this usually means the required permission has not been granted or the related service is not enabled for the account. In this case, the user should contact the admin to review their role, permissions, and enabled services. ### Next step After understanding the LiveChat interface, continue to the **Managing Conversations** section to learn how to open, reply to, assign, transfer, and close conversations.