Your chats (left). Every chat assigned to you, live. New chats land here within a second of being routed to you.
Conversation (centre). Same layout as FreshChat: customer messages on the left in blue, your replies on the right in green, internal/private notes on the right in white (with a yellow PRIVATE NOTE tag), and FreshChat system events (IntelliAssign, automation rules, assignment changes) appear centred in small italic text.
AI suggestion. Every time a customer sends a message, Claude drafts a reply for you. Click Regenerate to get a new draft, or Use draft to drop it into the reply box. The Reasoning line shows you which signals shaped the draft.
Verify → Send. Verify locks your reply so you don't accidentally edit after reviewing. Send delivers it to FreshChat. Double-click a locked reply to unlock.
Canned responses. Click + Save as canned to save the current reply for the whole team. Click any saved chip to drop it into your reply box.
Sentiment. 0–100 — green is positive, yellow neutral, red negative. Re-scored on every customer message.
Ticket disposition. Pick a Product + Feature so the resolved chat lands in the right reporting bucket. AI auto-categorises by default.
Claim / Escalate / Resolve. Claim picks up an unassigned chat. Escalate flags it for a senior agent. Resolve wraps it up — KPIs update instantly.
Admin tab. First Response, Avg Response Time, AHT, CSAT, longest waiting (assigned + unassigned), the team roster, and every conversation in the pod.
Bridge: live. The Chrome extension is feeding data from FreshChat. If it shows idle, open chrome://extensions and reload the extension.