Chat Managers
What managers are
Managers are extra team members who handle customer chats. They log in with their own email and password and work in the Chats inbox without getting full access to every account section.
Managing the team
Open Chats → Support managers (or the managers button in the chats header).
You can:
- Add a manager — name, email, password, timezone, avatar.
- Edit — update profile, access level, permissions.
- Block / remove — stop access when someone leaves the team.
- Resend confirmation if email verification is required.
Access level
| Level | Meaning |
|---|---|
| Write | Can reply and perform allowed actions |
| Read | Can view chats without writing |
Permissions
Grant only what each person needs:
| Permission | Allows |
|---|---|
| Replies | Send messages in chats |
| Status | Change dialog status (open, closed, spam…) |
| User edit | Edit contact profile fields |
| User ban | Block the contact |
| Folders | Create / edit / delete custom folders |
Keep the principle of least privilege: a junior operator may only need Replies.
Online and offline
Managers have a presence status:
- Online — available for work (shown in the product UI).
- Offline — not active right now.
In Chat settings you can enable Automatically switch manager offline after a chosen number of minutes without activity. That keeps the “online” list honest.
Avatars in the website widget hub
When the Web Widget shows a hub (company info / multi-screen hub), online managers can appear there with their avatars. Visitors see that real people are available — not only a bot.
Only managers currently marked online for the account are considered for the hub. If everyone is offline, the widget reflects that there are no live operators.
Statistics
Open Manager statistics to review performance for a period (week, last week, month, year):
| Metric | Meaning |
|---|---|
| Answers | How many replies the manager sent |
| Avg. response time | How quickly they answered after the customer wrote |
| Closed chats | Dialogs closed by that manager |
Use the stats to balance workload and coaching — not only to “rate” people.
Tariff limits
The number of managers depends on your plan:
- Each tariff has a maximum number of managers.
- The managers dialog shows current / max / remaining.
- If the limit is reached, adding more is blocked until you upgrade or free a seat.
- On some plans managers may be unavailable entirely (“Adding managers is not available on your tariff”).
Limits can also be adjusted per account by support when needed. Check Tariff in the account for your package.
Tips
Invite managers with a verified email they check regularly.
Set timezone correctly so “last active” and schedules make sense.
Combine presence + widget hub so site visitors only see operators who are really online.