Category: Workbook Features Audience: All Store Employees Last Updated: 2026-02-11
What Is the Chat Panel?
The Chat Panel is an embedded SMS messaging system that lets you communicate with customers via text message directly from the workspace. Instead of switching to a separate messaging app, you can send and receive texts right alongside your Queue and Completed Buys views.
The Chat Panel uses a master-detail layout: a conversation list on one side, and the active conversation thread on the other.
How to Open the Chat Panel
The Chat Panel is accessed through a floating chat toggle button (a speech bubble icon) that appears on the right side of your screen. Click it to open the panel, click the X or the toggle again to close it.
If your store also has the Schedule Panel enabled, the chat toggle integrates into the schedule panel's footer area for a cleaner layout.
Unread Badge
When you have unread messages, a red badge with a count appears on:
The chat toggle button
The Queue and Completed Buys navigation links in the sidebar
This ensures you never miss an incoming customer message.
Conversation Feed
When you first open the Chat Panel, you see the Conversations feed -- a list of all active SMS conversations for your store. Each conversation shows:
The customer name
A preview of the most recent message
The time of the last message
An unread indicator if there are new messages
Click any conversation to open the full message thread.
Message Thread View
Once you open a conversation, you see the full message history with the customer. Messages are displayed in a chat-style layout using Syncfusion ChatUI, with:
Outbound messages (from your store) on the right
Inbound messages (from the customer) on the left
Timestamps for each message
Delivery status indicators
Back Button
Click the back arrow in the panel header to return to the conversation feed.
Sending Messages
Composer Area
At the bottom of the thread view, you will find the message composer:
Template Button -- Opens a picker of pre-written message templates
Text Input -- A text area where you type your message (up to 640 characters)
Segment Counter -- Shows the character count and how many SMS segments the message will use (e.g., "120/160 | 1 SMS")
Send Button -- Sends the message (disabled until you type something)
Message Templates
Click the Templates button to choose from pre-written message templates. These are configured by your store and are useful for common communications like:
"Your buy is ready for pickup"
"We have a question about your items"
"Your payment is ready"
Templates ensure consistent, professional messaging and save time.
SMS Segments
SMS messages are sent in segments of 160 characters. The segment counter at the bottom of the composer shows you:
How many characters you have typed out of 160
How many SMS segments the message will use
Longer messages cost more because they require multiple segments. Keep messages concise when possible.
Freetext Restrictions
Depending on your store's configuration, freetext messaging (typing your own custom messages) may be restricted until the customer replies first. This is shown as a "Freetext unlocks after the customer replies" message.
When freetext is locked, you can still send messages using Templates. Once the customer responds, the text input unlocks and you can type freely.
Do Not Text (DNT) Customers
If a customer is on the Do Not Text list, a red banner appears at the top of the thread:
"This customer is on the Do Not Text list. Messaging is disabled."
You cannot send messages to DNT customers. If you believe this is incorrect, contact your store manager.
Real-Time Updates
The Chat Panel uses Ably (a real-time messaging service) to deliver incoming messages instantly. When a customer texts your store:
The message appears in the conversation thread immediately
The unread badge updates on the toggle button and sidebar
A notification sound plays (if enabled)
You do not need to refresh the page to see new messages.
Which Screens Show the Chat Panel?
The Chat Panel is available on:
Queue view -- for communicating with customers currently in the queue
Completed Buys view -- for follow-up messages with customers whose buys are done
When you switch between these views using the sidebar navigation, the Chat Panel automatically adjusts its context.
Tips
Use templates for standard messages -- they are faster and ensure consistent communication
Watch the segment counter -- keeping messages under 160 characters saves on SMS costs
Check for unread badges -- the red badges on the sidebar links tell you if there are messages waiting
Close the panel when not needed -- it slides out of the way to give you full screen space for the Queue or Completed Buys grid
The Chat Panel requires SMS to be enabled for your store (via Twilio or Vonage). Contact your store administrator if you do not see the chat toggle button.