Product handbook
What reactive.chat can do and how you use it day to day: setting it up, handling conversations in the agent desk, looking after the AI assistant and its knowledge base, team, channels, integrations, plans and privacy.
This handbook explains reactive.chat from the point of view of the people who use it: you, setting up the chat, and your team, working with it. It describes what is in the account today, and says where something is not finished yet, in beta or tied to a plan.
If you are just starting, read Overview and terms first and then Getting started. Everything else you can look up when you need it.
Basics
- Overview and terms – workspace, project, team, visitor, conversation, and where everything is in the account.
- Getting started – from the account to the first real conversation.
- The chat as your visitors see it – what visitors see and can do in the widget.
Day to day
- The agent desk – taking over, assigning and tagging conversations, replying with canned responses and commands, keyboard shortcuts, copilot, cases.
- The AI assistant – how it answers, when it hands over, how you set it up, test it and monitor it.
- Knowledge base and help center – reading in your website, files and Google Drive, help articles, approving rules.
- Availability, callbacks and notifications – opening hours, offline form, email and push, callbacks, calls, campaigns.
- Reports – key figures, frustration radar, quality, error cases, A/B tests.
Connecting
- Channels: email, Telegram, SMS and Meta – more ways into the same inbox.
- Integrations, migration and API keys – Slack, webhooks, CRM, shop, tickets, moving from another provider.
Managing
- Team, account and security – roles, invitations, workspaces, two-factor sign-in, single sign-on, audit log.
- Plans and limits – what each plan includes and how you manage it.
- Privacy and security – consent, deletion, retention, exports, legal documents.
When something does not work
The other parts of the documentation
- Technical integration – for developers: script tag, JavaScript interface, visitor identity, webhooks, REST interface.
- Customisation – appearance, texts, languages, proactive messages, tours, A/B tests and the behaviour of the AI assistant in detail.
Quick reference: Embedding the widget, Customer data in the chat, Own domain, Legal documents.
All parts of the documentation at a glance: Documentation.
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