What happens when a visitor starts a chat?

Desk opens a ticket for the chat in your queue, and the conversation runs in a private channel in Flaxxa Pulse, where agents reply in real time. The visitor sees replies in the chat window.

Can the widget be a contact form instead?

Yes. The widget has two modes, chat and form. In form mode visitors send a message that becomes a ticket, and you reply by email.

Is chat in the same queue as email?

Yes. Chat tickets sit alongside email, form and portal tickets, with the same assignment, statuses and reports.

Desk · Live Chat

A live chat widget answered from your helpdesk.

Flaxxa Desk's live chat widget puts a chat button on your website. Each chat opens a ticket in the same queue as your email, forms and portal, so it is assigned and reported like any other, and agents answer the visitor in real time from Flaxxa Pulse. Switch the widget to form mode when nobody is around to chat.

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desk.flaxxa.com / live-chat

All channelsEmailWhatsAppPortal147 open

#19248Where is my order?
A. Mehtatyping
2m
#19245Invoice for March
R. Khanna
8m
#19241How do I export my data?
P. Iyer
21m
#19239Refund hasn't arrived
I. Bose
34m
#19236Thanks for the quick reply
M. Iyer
1h

Script tag to install: 1 line
Chat or contact form: 2 modes
With email and the portal: 1 queue
For every chat: Ticket

01 / 04

Why put live chat in the helpdesk?

A separate chat tool

Chats live in one app, emails in another, and nobody sees both.

Lost after the chat

When a chat ends without a fix, the follow-up often falls through the cracks.

Different rules

Assignment, saved replies and reports have to be set up twice.

03 / 04

What does the widget include?

Chat that fits your queue.

Chat mode

Real-time conversation with a visitor, recorded on a ticket.

Form mode

A contact form that opens a ticket for an email reply.

Script embed

One script tag, or a hosted chat page you can link to.

Pulse for agents

Each chat gets a private Flaxxa Pulse channel, so agents reply in real time.

Same ticket tools

Scenarios, notes, assignment and statuses work on chat tickets.

In reports

Chat tickets count in volume, response time and channel breakdowns.

04 / 04

What changes with chat in the helpdesk?

One place for every conversation.

Nothing falls through

An unfinished chat is still an open ticket with an owner.

One set of rules

Assignment and saved replies work the same on every channel.

The full picture

A customer's chats and emails sit in one history.

Keep exploring

More Desk capabilities

Email Ticketing

Turn support email into tickets: connect Gmail, any IMAP mailbox or a forwarding address. Replies thread on email headers and go out from your address.

Customer Portal

A support portal with magic-link sign-in: customers open, follow and reply to tickets and read your knowledge base, in your colours, on your own domain.

Canned Responses + Macros

Save replies to common questions as canned responses, personal or shared, and run scenarios: one-click macros that set status, priority, assignee and tags.

FAQ

Live Chat: common questions

Create a widget in Desk, choose chat mode, and paste the one-line script tag into your site. A chat button appears on your pages.

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