> ## Documentation Index
> Fetch the complete documentation index at: https://docs.superoffice.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Respond to a chat

> When a customer sends a query via the chat widget on the website, it is not only important to respond to it, but also to register it on their Contact card.

Incoming chats are indicated in the following ways:

* A number icon on the **Dashboard** tab shows how many incoming chats have not been answered by an agent.
* In the **Incoming chat** list in the **Dashboard** tab. Double-click a row to respond to a chat.
* In the **Chats** tab, the **In queue** field shows how many chats are waiting for a response.
* A warning appears if a chat is not answered within a specified amount of time. This warning is shown only if your status is **Present**.

To make sure that you offer quick and professional answers to your customers' chat queries, SuperOffice Chat offers a number of options to speed up and improve your chat replies.

Save time by using pre-defined texts when answering customer queries through chat. You can create and send a quick reply to a commonly asked question. In other situations, where quick replies aren't sufficient, you can include FAQs, customized reply templates, or files.

## Setting your status (Present/Away)

Set your presence in the upper-right corner of the **Chat** screen.

![icon][img3]

* **Present:** You receive warnings for unanswered chats.
* **Away:** You do not receive warnings but can still respond to chats. If all agents are away, customers see the offline form when they start a chat.

## Steps

1. Click **Chat** in the Navigator.

2. Ensure your status in the upper-right corner is set to **Present**.

3. Click **Get next in queue** to claim the next unanswered chat.

   To respond to a specific customer, go to the **Dashboard** tab, find the chat in the **Incoming chat** list, and double-click the row.

4. In the message field, type your response and press **ENTER** or click **Send** to chat.

   * To personalize your response, try to [locate the customer in SuperOffice][1]. This lets you view relevant information in the side panel.
   * To add emojis or stickers, click <i class="ph ph-smiley" aria-label="Smiley" /> next to the text field.

5. To send additional information during the chat:
   * [Insert an FAQ, a reply template, or quick reply](#insert)
   * [Send a file](#attach)

6. If you are unable to help the customer, do one of the following:
   * [Transfer the chat][2] to another agent.
   * [Create a request][3] from the chat.

7. When the conversation is over, click <i class="ph ph-list" aria-label="Task menu" /> and select **End chat**, unless the customer closes the chat window first.
   The chat is moved to **Recent chat sessions**, and a record is also saved in the **Activities** section tab in SuperOffice CRM.

<Note>
  If the post-chat form is active for this chat channel, the customer may return to the chat. The chat will be reactivated.
</Note>

<h2 id="insert">
  Insert FAQs, reply templates, or quick replies
</h2>

To save time, insert predefined text instead of typing full replies.

1. Click <i class="ph ph-article" aria-label="Insert" /> in the chat panel.

2. Select one of the following:

   * **FAQ:** Inserts a link to a published FAQ in the customer centre.
   * **Reply templates:** Inserts reusable message content.
   * **Quick replies:** Inserts a personal text snippet.

   You can search, browse folders, or use the icons for history and favorites.

3. Press **ENTER** or click **Send** to send the message.

### Create a new quick reply

1. In the **Quick replies** dialog, click <i class="ph ph-pencil-simple" aria-label="Edit" />.
2. Click **Add**. A new entry is added to the list.
3. In the **New name** field, enter a title for the quick reply. This is not visible to the customer.
4. In the **New content** field, enter the reply text.
5. Click **Save**. The reply is added to your personal list and can be used during chats.

![From the button for add predefined text, you can choose text from FAQ, Reply templates and Quick replies -screenshot][img6]

<h2 id="attach">
  Send files in chat
</h2>

You can send documents or files during a chat session.

1. Click <i class="ph ph-paperclip" aria-label="Attachments" /> in the chat panel.
2. Choose one of the following:
   * Click **Select a CRM document**, search, and select a file from SuperOffice.
   * Click **Upload files**, select the file, and click **Open**.
   * Drag and drop a file directly onto the upload area. Ensure **→Move** appears next to your pointer when you drop the file.

The file is sent immediately.

[1]: ./link-to-person

[2]: ./transfer-to-agent

[3]: ./create-request

[img3]: /media/loc/en/chat/chat-status-present.png

[img6]: /media/loc/en/chat/chat-quickreply.png


## Related topics

- [Using the chat function from the customer's perspective](/en/chat/learn/as-customer.md)
- [Create or upload a document](/en/document/learn/create.md)