Reply to customers
/ Reply from Human Desk through the widget session or email handoff.
Widget replies
When live chat is enabled in your deployment, teammates reply from Desk and the customer sees messages in the open widget. Human messages are visually distinct; status moves to IN_PROGRESS.
Email handoff
Set a support email on the agent for mailto fallback. Desk email replies work when outbound email is configured in your environment.
OSS checklist
- Tickets from widget, API, and link surfaces
- Transcript stored on every ticket
- Summary supplied by your agent on handoff
- Status, tags, assignees, and urgency in Human Desk