Realtime everything

How it works

Messages are delivered over a persistent socket connection rather than periodic polling, so there's no multi-second lag between a visitor sending a message and an agent seeing it — or vice versa. Typing indicators run in both directions: visitors see when an agent (or the AI) is composing a reply, and agents see when a visitor is mid-message before it even arrives.

The team inbox updates live as conversations come in — new chats, new messages, and status changes (open, pending, closed) all appear without a page refresh, and presence updates instantly so the team always has an accurate picture of who's online and available.

Why it matters

Chat is judged on responsiveness more than almost any other support channel — a delayed message or a stale "agent is typing" indicator breaks the illusion of a live conversation. Socket-based delivery keeps the experience feeling instant on both sides, which matters most in exactly the moments — an active back-and-forth — where it's most noticeable.

Example use case

Two agents are covering the inbox during a product launch spike; new conversations appear in real time for both of them, assignment status updates instantly so they don't double-reply to the same visitor, and visitors see typing indicators that make the wait for a reply feel shorter even when the team is busy.