The Support Hub brings every customer conversation into one shared inbox — and Live Chat is one of the ways tickets arrive. When a visitor messages your chat widget and no operator is available, that conversation doesn't get lost: it becomes a tracked support ticket, carrying the visitor and the chat transcript straight into your queue. This guide shows what that looks like and how to find it.
How a live chat becomes a ticket
This is the second intake channel highlighted on the Support Hub at /dashboard/support-hub. The flow happens automatically:
- A visitor opens the Live Chat widget and sends a message.
- If your team is away (no operator online), the visitor is invited to leave a message instead of waiting.
- CornerSpot converts that conversation into a support ticket and drops it into your shared Ticket inbox — with the full transcript attached.
Because the conversation started in chat rather than the Members Portal, the ticket is tagged with the source “Live Chat - Away” so you can tell at a glance where it came from.
1. Find it in the ticket inbox
Open Support Tickets → Ticket Inbox (at /dashboard/support-hub/support). Chat-origin tickets sit right alongside portal tickets in the same shared queue.
2. Spot the “Live Chat - Away” source
The inbox has a Source column. A ticket created from a live chat reads “Live Chat - Away”, while portal-created tickets read “Member Portal”. You can also sort or filter by source to group your chat follow-ups together.
3. Open the ticket to see the transcript
Click the ticket to open the full conversation. The visitor's message comes across with it, so you pick up exactly where the chat left off — no need to ask them to repeat themselves.
4. Confirm the source in the sidebar
The right-hand Customer sidebar has a Ticket section with a Source row that also reads “Live Chat - Away”. Note that chat-origin tickets often have no portal requester attached — the visitor wasn't signed in to the Members Portal — which is why email becomes the customer's reply channel.
5. Manage live conversations from the chat inbox
To see and answer live conversations directly, use Open Live Chat on the Support Hub page, which takes you to the chat inbox at /dashboard/chat/inbox. From the Support Hub you'll also find Open ticket inbox to jump back to your tickets.
Good to know
- Source at a glance: “Live Chat - Away” marks chat-origin tickets; “Member Portal” marks tickets a signed-in customer opened from the portal.
- One shared inbox: chat follow-ups and portal tickets live together, so your team works everything from a single queue.
- Reply channel: chat-origin tickets may not have a portal account attached, so your replies reach the customer by email.
- Where to find chat: live conversations are managed in the chat inbox at
/dashboard/chat/inbox(reached via “Open Live Chat”).