Knowing what your visitors can do helps you set expectations and answer their questions. Here is the chat from their side.
Send messages
Visitors type into a message box at the bottom of the chat. There is no length limit, so a customer can paste a long description of their problem without it being cut off.
Send photos and voice notes
Visitors can attach images and record voice notes at any time. Your agent can read images and understands voice notes, so a customer can photograph a damaged item or a receipt instead of describing it.
This is genuinely useful to point customers toward. A photo of a product label answers a question faster than several rounds of questions.
Documents come later
Documents such as PDFs and spreadsheets can only be sent once a person from your team has joined the conversation. While the AI is handling it, the attachment button explains that files can be sent once an agent joins.
Uploads are capped at 25 MB.
Quick prompts
If you have set up quick prompts, visitors see them as suggested options they can tap instead of typing. Some appear at the start of a conversation and others after the first reply, and a prompt can open a link rather than send a message.
Quick prompts disappear once a person takes over the chat, since suggestions aimed at the AI are not useful then.
Copying and reacting
Visitors can copy any message. Depending on your setup they may also be able to react to a reply, which is how they signal an answer was not helpful.
Product cards
When your store is connected, your agent can show products as cards inside the chat rather than as plain text, with the sources it drew on listed underneath. Depending on your setup, visitors may be able to add a product to their cart directly from the card.
What visitors cannot do
Worth knowing so you can answer these:
Change the language. The language is set by how you installed the widget, not chosen in the chat.
Download a transcript of a text conversation.
Press a button to reach a human. Handoff to your team happens through how you have configured your agent, not through a visitor control.
Frequently asked questions
Is there a message length limit?
No.
What file types can be sent?
Images and audio at any time, and common document types once a person joins the chat.
Do visitors keep their chat history?
Yes, in the same browser, until the conversation is reset.