MountDev Ops Chat

What Chat Is

Chat puts a chat bubble on any of your websites. Visitors write to your team from it, and your team answers live from the workspace: new messages appear on their own, without reloading. Outside your office hours the bubble says when you are back and offers a form instead, which becomes a Helpdesk ticket when Helpdesk is added. A chat becomes a Helpdesk ticket or a CRM lead in one click, and a visitor can get the transcript of their chat by email.

Chat is your company's own website chat. It is not the team chat in the Cascadia staff tools, which is only for Cascadia's own staff and has nothing to do with your Chat.

Chat starts with the modules below, and every one of them can be changed, turned off, or deleted in Setup, the same as any module (Modules and Fields). Chat works on its own; Helpdesk and CRM are needed only for turning chats into tickets and leads.

In These Docs

• Answering Chats: the Chat page, who is on your websites now, being available or away, replying, notes, closing, assigning, tickets and leads in one click, transcripts, and the emails visitors get.
• The Website Snippet: putting the chat on your websites, what visitors see, how visitors are known, and how the chat is protected from abuse.
• Chat Settings: the bubble's look and words, name and email, your websites, office hours and closed days, who hears about new chats, and the address emails go from.

Starting Modules

• Conversations: the visitor's name and email, status (Open or Closed), source (Chat or Offline Form), the website and page it started on, who it is assigned to, when it started and closed, the visitor's random id, the Helpdesk ticket and CRM lead it became, and its transcript.
• Messages: the conversation, who it is from (Visitor, Team, Note, or Notice), their name, the message, and when it was sent. Notes are for your team only; notices are lines both sides see, such as who closed the chat.

Who Can Do What

• Answer website chats (owners, admins, and members): the Chat page, replying, notes, closing, taking a chat, making tickets and leads, and emailing transcripts.
• Change Chat Settings (owners and admins): Chat Settings, the website snippet, and giving a chat to someone else.
• Roles decide which conversations each person sees, as in every app (Roles).

AI Agents

A connected AI agent can see the Chat page and a chat (chat.home, chat.conversation.get), add notes (chat.note), make a Helpdesk ticket or CRM lead from a chat (chat.ticket, chat.lead), and read Chat Settings (chat.settings.get). It never replies to a visitor, closes a chat, emails a transcript, changes who a chat is assigned to, or changes settings or the snippet: those reach your visitors or your setup, so they stay with people.

Moving from the Cascadia Hub

Cascadia's own website chats move in with Bring In Cascadia's Data (Importing) once the hub sends them: each chat with its visitor's name and email, the page it started on, whether it was closed, and every message, including the team's notes. Chat is added for them. Images shared in hub chats stay in the hub; their messages say so. Importing never deletes anything, here or in the hub, and running it again updates instead of copying.