For AI agents: the complete documentation index is available at https://docs.clickmax.io/en/llms.txt, the full documentation bundle is available at https://docs.clickmax.io/en/llms-full.txt, and this page is available as Markdown at https://docs.clickmax.io/en/features/messaging/contact-panel-in-livechat.md.
  • English

      • What does the contact panel next to the conversation show?

      The Contact panel, to the right of the conversation, shows who you are talking to and what already happened with them, without leaving Live Chat. It has three parts: the top with the contact, the grid of blocks and, at the bottom, the conversation's Attendance panel.

      Before you start

      • Where: Attendance › Conversations › open a conversation. With no conversation selected, the panel asks you to "Select a conversation to see the contact".
      • Role: each block only shows for people with access to its data; without access, the block disappears and the grid rearranges itself.

      The top

      Shows the contact's photo or initials and name, the Temperature and the Score. On channels with a 24-hour window, an indicator tells whether the window is open, closing or closed and how much time is left — with it closed, you can only send templates.

      The blocks

      The grid is the same as on the contact page, with two extra blocks that only exist with an open conversation:

      GroupBlocks
      Who they areProfile, History, Participation
      BusinessOpportunities, Purchases, Deliverables
      CommitmentsTasks, Meetings, Calls, Ticket
      GuidancePlaybook, Automations, Max

      Click a block to open it; the others stay in a rail at the top so you can switch without going back. What each common block shows is in Where are a contact's details, tags and fields on the contact page?.

      Ticket

      When the conversation came from a site chat with tickets turned on, the Ticket block shows "Ticket #N" with the status (Open, Waiting on customer or Resolved), the intent (Question or Suggestion) and the subject. View details opens the ticket detail right there, with the Assign to me, Resolve and Reopen actions. Without a ticket, the block shows "No ticket in this conversation". See How to handle a ticket opened through the site chat.

      Playbook

      The step-by-step guided script is tracked per conversation, so it only shows in Live Chat.

      The Attendance panel

      It stays fixed at the bottom of the panel and shows once the conversation has messages or someone handling it. It shows the conversation status and the main action:

      StatusDetailMain action
      WaitingIn the general queueTake
      In progressWith you or With nameResolve, for whoever handles the conversation
      Resolved / ClosedConversation resolved / Conversation closedReopen, for whoever handles or supervises

      Clicking the status opens the Attendance modal, with Who is attending, AI in this conversation, Priority (for whoever supervises attendance) and Assignment history. How to change the assignee is in How to change who handles a conversation.

      Collapse the panel

      On a computer, the panel can be collapsed to give the conversation more room. The choice is saved for your user and applies on your next visit; the default is open. Use the panel icon at the right end of the conversation header: Hide contact panel collapses it and Show contact panel brings it back.