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The Chat area is where you talk with agents you own or can access. You can start a new conversation or continue a saved one. Already in the intended agent’s chat? Use Send a question to continue the current discussion, or Open a saved conversation to return to another one.

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Find an agent

  1. Open Chat, or select Chat in the sidebar.
  2. On Select an Agent, find the agent under Your Agents or Shared with You.
  3. Use search if you need to narrow the list.
  4. Select the agent.
  5. Continue with Send a question.
The Chat link opens the general area. You select your own agent there. Having access to an old transcript does not always mean you still have permission to send messages to that agent.

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Send a question

Read the welcome message when starting a conversation. A starter prompt is a suggested first question; use one if it matches your goal, or write your own question in the message box. For a fictional café agent, you might ask: “What does the café serve?” The agent needs your real café information to answer about your business.
  1. Enter the question you want to ask in the message box.
  2. Select the arrow button labelled Send message, or press Enter.
  3. Wait for the response.
  4. Enter a follow-up question if you want to continue the same topic.
  5. Send it with Send message or Enter.
Use Shift+Enter for a new line without sending. A follow-up keeps the discussion’s context: for example, you can ask for a shorter explanation of the previous answer. Your question appears in the transcript when sent. A reply follows, or an error explains why it could not finish. Text left in the message box is not a completed send.

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Open a saved conversation

On a computer, use the chat-navigation sidebar beside the conversation. On a narrow screen, select Conversations and agents to open that sidebar.
  1. Select Conversations.
  2. Use Search conversations if needed.
  3. Select the saved conversation.
  4. Read its recent messages.
  5. Continue with Send a question.
Saved conversation availability depends on your access and the saving choices used for that chat. For the separate website-widget experience, see Visitor accounts and saved history.

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Start a fresh topic

Use the same chat-navigation sidebar. On a narrow screen, open it with Conversations and agents.
  1. Select New conversation in the sidebar.
  2. Continue with Send a question.
This starts a separate discussion. It does not delete the earlier thread.

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Understand controls and access notices

Attachment controls appear only where the agent allows file input. Answer feedback appears only when enabled and the answer is eligible for rating. Share appears only when your chat access includes sharing. A read-only conversation or access notice can mean you may review history but cannot start another turn. Follow the notice rather than treating the message box as broken. If sending is unavailable, check for a pending response, unavailable agent or access notice. If an agent is missing, check that you are in the expected account and have access. For a website widget that cannot connect, use When the widget will not load. Next: Attach files in a chat or Rate an answer.