Live Chats in Inbox

SparrowDesk offers a dedicated Live Chats section inside the Inbox to help support agents focus on real-time customer conversations without the noise of the entire conversation list.

What is the Live Chats tab?

The Live Chats tab is a focused view designed specifically for ongoing conversations happening via the chat channel. It allows agents to:

• See only active chat conversations, reducing distractions.
• Engage with users in real-time.
• Update conversation properties (status, assignee, tags, etc.) just like in the “All Conversations” view.

How do chats appear in this tab?

Whenever a customer sends a message through the chat widget, the conversation automatically appears in the Live Chats tab. From here, agents can:

• Read and respond to messages.
• Perform actions like assigning, updating status, or adding notes.
• Use AI Copilot (if enabled) for faster replies or summaries.

What happens when a chat becomes inactive?

To keep the tab focused on real-time activity, SparrowDesk uses inactivity logic:

• If a user becomes inactive for 30 minutes, the conversation is automatically moved to the Inactive Chats filter.
• Agents can easily toggle between Active and Inactive chats using filters at the top.

How long do Inactive chats stay?

• Inactive chats remain visible in the Live Chats section for 7 days.
• After 7 days, they are removed from the Live Chats tab.
• These conversations are not deleted — they will continue to be available in the All Conversations view at any time.

Key Notes

• Live Chat tab is available only for conversations via the chat channel.
• Email or other channel conversations do not appear in this tab.
• You can still access the same chat from the All Conversations or via search.