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Inbox & live support

Configure live typing previews for staff

Understand the difference between a draft preview and a message the visitor has sent.

CCorthex product guidesUpdated October 15, 20262 min read
Where to find itAgent → Features → Live typing

Before you begin

Open Inbox and check that you are in the correct workspace. Select the conversation and review its latest customer message before taking an action.

Example workspace · Demo data. Agent capabilities and workspace connection authorisation are separate controls. Select the image to enlarge it.
Agent capabilities for commerce, staff handoff, live site lookup and live typing

Example workspace · Demo data. Agent capabilities and workspace connection authorisation are separate controls. Select the image to enlarge it.

Step by step

  1. 1

    Review the purpose

    Live typing can help staff prepare while the visitor drafts a message. Read the feature explanation and your organisation’s customer-facing policy first.

  2. 2

    Choose the setting

    Enable or disable Live typing in the agent’s supported controls and save. This is separate from staff online status and notification sounds.

  3. 3

    Test in two browser contexts

    Use a visitor window and a staff Inbox window. Type a harmless draft, then change or clear it before sending.

  4. 4

    Wait for the actual message

    Treat draft text as provisional. Respond to the final sent message and do not promise actions based only on an unfinished preview.

Good to know

A typing indicator or draft preview is not a persisted customer reply and does not count as a saved assistant reply for stacked visitor notifications.

Check the result

Check the conversation status and timeline after the action. When testing, use a separate visitor browser so you can see both sides.

Questions & troubleshooting

A preview is absent

Check the setting, visitor connection and supported channel. Browser suspension and transport state can affect live updates.

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