How do I connect WooCommerce chat to my team’s shared inbox for seamless handoffs?

Grab the embed snippet from your Chatref agent’s dashboard and paste it into your WooCommerce theme footer or header. The widget loads instantly on your store pages and inherits your brand colors, so customers see a familiar interface right alongside your products. No coding beyond the snippet is required, and you can restrict it to specific domains for security.

Once the widget is live, every new conversation appears in your Chatref shared inbox in real time. All agents on your team can view the live thread, see exactly where the AI left off, and take over with a single click. There is no need to refresh or switch between tools, giving your whole support team a single place to collaborate on customer requests. For follow-ups that need to move to email, simply copy the transcript into your WooCommerce ticketing system for a smooth chat-to-email handoff.

Your AI agent resolves routine questions like shipping status, return policies, or sizing immediately, so your team only steps in for complex cases. Use conversation tags to label chats by topic (for example, “order issue” or “product question”) and by urgency. Tags make it easy to sort the inbox by workload and to spot patterns, so you can continuously improve both your automated replies and your human support coverage.

When an agent takes over a conversation, they can add internal notes directly within the shared inbox. These notes stay hidden from the customer and give the next agent who handles the case full context, such as what was already tried or why the issue was escalated. With notes and a live chat thread side by side, handoffs between team members are fast and fully informed, keeping the customer’s experience continuous.

Will agents see the full chat history?
Yes. The shared inbox displays the entire conversation from the first message, including every reply from the AI agent and any human takeover. Nothing is hidden, so agents always have the full context.

Can I assign chats to specific teams?
You can use conversation tags to route chats by topic or priority, then have your team monitor tagged views within the shared inbox. Chatref does not include automated round-robin assignment, but tags let you distribute work efficiently across your support team.

How do I track response times?
Because chats appear in real time, you can check the inbox for open conversations and see how long each has been waiting. For detailed metrics, you can note timestamps and track them outside Chatref, or use tags such as “urgent” to prioritize time-sensitive cases.

Can I add internal notes?
Yes. Any agent can add internal notes to a conversation directly from the shared inbox. These notes are visible only to your team and stay attached to the conversation, making handoffs smooth and eliminating repetitive catch-up.