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Messenger (website chat widget)
Messenger is a live chat widget that embeds on any website and feeds conversations directly into your inbox. A visitor types a message on your site, the conversation appears in your inbox in real time, and your team replies from the inbox. The visitor sees the response instantly on the website, without leaving the page.
How Messenger conversations work
When a visitor opens the chat widget and sends a message, a new conversation is created in your inbox tagged as a Messenger conversation. Team members reply from the inbox like any other conversation, and the reply appears on the visitor's screen in real time. The exchange continues as a live chat for as long as the visitor stays on the site.
Continuing conversations via email
If the visitor provides an email address, the conversation can continue via email after they leave the site. Replies sent from your inbox reach the visitor's email inbox, and their email responses thread back into the same conversation. A conversation that starts as live chat on the website doesn't end when the visitor navigates away.
Messenger conversations in your inbox
Messenger conversations appear alongside direct messages, channels, and emails in the same inbox. The same tools apply: conversations can be assigned to team members, tagged with custom statuses, snoozed, and linked to contacts and projects. Because Messenger feeds into the same inbox as every other conversation type, website visitors get the same response workflow as email and direct message clients.
