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/contacts/conversation-attendance-ticket.md.
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      • Ticketed attendance in Live Chat

      Every time someone takes over a conversation in Live Chat, an attendance starts: the period in which that person (or AI agent) answers for the contact. Each attendance gets a ticket in the XXX-XXX format, which identifies it from start to finish.

      Where to see the ticket

      • In the contact panel next to the conversation, the ticket shows as a badge beside the current attendant. Hover it to see the full code.
      • In the contact's activity history, each attendance becomes an activity. Open it to see who attended, when it started and ended, how long it lasted, how it ended and the messages exchanged in that period.

      Find a conversation by ticket

      In the inbox search, type the ticket (with or without the hyphen, upper or lower case) to find the conversations that had that attendance.

      Transfer to a person or an AI agent

      When transferring a conversation, pick the tab:

      TabWhat it does
      UserHands the attendance to another team member who has access to the conversation's channel.
      AI agentHands the attendance to an AI agent, which becomes the conversation's attendant.

      The attendance of whoever transferred ends and a new attendance, with a new ticket, starts for the recipient.

      When an attendance ends

      An attendance ends when the person leaves the conversation, when the conversation is transferred, resolved or closed, when the AI agent hands the conversation over to the team, or due to inactivity.

      Closing due to inactivity

      If the last message in the conversation is from the attendant and the contact does not reply within the configured time, the attendance ends and the conversation goes back to the queue for any attendant to take over. If the contact is waiting for a reply, the attendance is not closed for inactivity.

      To adjust the time, open the general Live Chat settings and use the automatic attendance close option:

      • Set the time in minutes, hours or days, from 1 minute up to 30 days.
      • The default is 30 minutes.
      • Turn the option off to never close due to inactivity.