About the Chat Options Menu

The Options Menu contains a few productivity features to help you work through chat requests. Let’s take a closer look at each option. 

End Chat

You can end a chat while chatting, or after a customer has left the chat. When a chat ends, we create a conversation in Help Scout and email the customer a copy of the transcript.

Insert a Docs Link

The Docs search integration helps you locate, review, and send articles to customers while chatting. You can search for articles across all Docs sites and collections. 

Attach a File

Click Attach a File to open the OS file browser. You can upload any file type, except executables. Once the file is uploaded, hit Send to send the files to the customer. Additional message text is optional. You can send up to five files at once and add a message to send at the same time. There is a limit of twenty attachments per chat conversation.

Saved Reply

Search for a Saved Reply to insert into your chat. Check out Saved Replies for Chat for more details. 

Private Note

Switch to the note editor to add a private note at any time during a live chat. You might add a note to keep tabs on important bits of information as things come up during the conversation. Click Public Reply to switch back to your chat. 
If you’re viewing an Assigned chat, you can add a note to help teammates as they’re chatting. You will not see the option to switch to Public Reply if you are not assigned to the chat. 

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