Internal chat

What is an internal chat?

LiveAgent’s internal chat allows you to connect with your colleagues without having to use any third-party application. The team chat gives you the ability to send instant text messages and as well as attachments (all common file types are supported). Moreover, the communication is only visible to you and the recipient of your message.

Internal chat in Customer service software - LiveAgent

How do you start an internal chat?

To start, find the agent you want to contact in the “Online agents” section of the dashboard. Click on the green (online) or grey (offline) dot and select “Send instant message”. Keep in mind that you can send messages even while your colleagues are offline (they can read them at a later time).

Alternatively, you can start an internal communication directly from a ticket, or from an ongoing chat. The process is the same. Simply click on the green dot and select “Send an instant message.” When you start the communication this way, the chat will contain the ticket number that you started the conversation from.

Internal workplace chat feature in LiveAgent - example
How to start an internal chat

What other features does the internal chat support?

If you want to ask for help, you have the option to copy and paste a ticket’s unique ticket number into the internal team chat, which instantly creates a clickable link. The recipient of your message can click on the link and be instantly redirected to the ticket.


How many chat windows does internal chat support?

The internal chat window supports multiple conversations at the same time. The size of the window can be changed according to your preference and positioned anywhere within LiveAgent’s UI.

Multiple internal chats with agents
Multiple internal chats

Why should you use internal chat?


  • Saves time – no switching between platforms 
  • Builds a positive organizational culture 
  • Improves teamwork 
  • Better customer service experience 

Ready to give it a try?

LiveAgent is the most reviewed and #1 rated help desk solution. Our free 14-day trial offers full ticketing, live chat, call center functionality, and more! Try it today. No credit card required.<br>

Other Live Chat features:

Real-time Typing view

Real-time Typing view is basically a preview of the visitor’s live chat message. It was created to help your agents effectively solve the issue faster and make the customer’s experience better.

Real time typing

Chat embedded tracking

LiveAgent provides a free plugin that allows you to connect important data from your live chat with Google Analytics. Thus, you can quickly analyze the overall impact of the live chat customer service on your conversions.

Chat embended tracking

Chats overview

Get an overview and quickly analyze the current live chat situation with the Chats overview feature. For instance, you can view; visitor’s country, visitors in a queue, chatting visitors, available agents, and more.

Want to know more?

Discover all the Live Chat features – LiveAgent.

Knowledgebase resources:

Haven’t customized a chat button, yet?

Here is a step-by-step guide on how to create a chat button in LiveAgent.

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Knowledgebase resources:
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