The chat workspace
Each active conversation gets a tab. Click between tabs to switch chats — drafts and scroll position are preserved per tab.
Canned responses
Type / followed by a shortcut to insert a saved reply. Manage shortcuts in Settings -> Canned responses.
Transfer a chat
Hit the transfer icon, pick another agent, and the conversation moves with full context — including AI replies that came before. The visitor sees a quick "transferring you to a teammate" message.