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How does website live chat show in the Inbox?

06 Nov 2026 2 min read বাংলায় পড়ুন

On a store with the Inbox (Premium or Custom package), every message a visitor writes in your website's Live chat box comes into the Inbox as a Website chat. It is shared out to your sellers like a Messenger or WhatsApp chat, and the seller's answer goes straight into the visitor's chat box on the website.

Where to find it

  • The chats: Admin › CRM › Inbox › Inbox (সিআরএম › ইনবক্স). Website chats carry a globe icon and the page name Website chat.
  • The chat box on your shop: Admin › Online store › Marketing channels › Live chat (switch it on there).
  • The channel itself: Admin › CRM › Inbox › Inbox settings, card 3. Connected pages, with an On / Off button. It appears there by itself when the first visitor writes.

How it works

  1. A visitor writes in the chat box on your website.
  2. The message comes into the Inbox as a new chat (or into the visitor's existing one).
  3. It goes to a seller by the shares, the same rules as other chats. In a seller's share row you can tick Website chat like any page.
  4. The seller answers from the same chat screen: text, photos, files or a voice note.
  5. The answer shows in the visitor's chat box on the website.

Both sides see "seen": when the seller opens the chat, the visitor sees their message was seen; when the visitor has the box open and has read the answer, the seller gets the blue ✓✓.

Example: a visitor on Rangdhanu Fashion's website asks "Is this kurti in size L?". The chat goes to the seller who is Available, she answers from her phone, and the visitor reads it in the website box without leaving the page.

Good to know

  • No 24-hour rule. You can answer a website chat at any time.
  • The AI assistant. If Live chat is answered by the AI assistant, its answers also show in the Inbox chat (as automatic). As soon as a seller answers from the Inbox, the AI stops for that visitor.
  • The visitor's phone number, if they give one, is kept with the chat and the customer joins CRM › Customers.
  • Off in 3. Connected pages stops new website messages from coming into the Inbox.
  • Stores without the Inbox (Start Free, Basic, Standard or the free trial) keep the separate Live messages screen in My workspace, as before. On Premium stores that screen is replaced by the Inbox.
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