Every conversation from your website lands in one shared Inbox, live. Keep it open in a browser tab while you work: that's how RetroChat knows you're online.
Conversation statuses
| Status | Meaning |
|---|---|
| Bot | The visitor is talking to your chatbot. You can read along and step in at any time. |
| Waiting | The visitor asked for a person, or the chatbot handed off. They're waiting for a reply. |
| Open | A teammate has joined and is chatting. |
| Closed | The conversation is finished. It stays in your history. |
Filter the list by status, and search by name, email or message.
Answering
- Join a waiting chat by opening it and sending a reply. The visitor sees you've joined.
- See what they're typing before they send it, so you can be ready with an answer.
- Everything the bot collected (topic, team size, email…) is shown next to the chat, so visitors never have to repeat themselves.
- Suggest reply drafts an answer with AI on the Autopilot plan. See AI assistant.
- Close the chat when you're done. On Business and Autopilot, visitors can then rate the conversation.
Private notes
Switch the reply box from Reply to Note to leave a message only your team can see, for example "Big lead, offer annual billing". Visitors never see notes.
Assignment
Assign a conversation to a teammate, so everyone knows who's handling it.
Contacts
Every visitor who chats becomes a contact. Their profile shows:
- name, email and phone, when they gave them;
- the answers your chatbot collected;
- their location, and the page they chatted from;
- their past conversations.
You can edit a contact's details. On Team plans and up, you can export contacts to CSV.
Your team
Invite teammates by email under Team. There are three roles:
| Role | Can |
|---|---|
| Owner | Everything, including billing and deleting the workspace. There's one owner. |
| Admin | Change the chatbot, AI, widget, office hours and team; answer chats |
| Agent | Answer chats and work with contacts |
The Team page also shows who's online right now. The number of people on your team depends on your plan; see Plans and billing. The owner can hand the workspace over to another teammate from Settings.