# External Chat Overview

External Chat pulls customer conversations from several messaging channels, text messaging and social media alike, into a single view in the Cloud Voice App Web Client, so your team can answer everyone from one workspace instead of switching between apps.

## What it looks like

Incoming conversations sit next to the open thread, letting you read and reply without leaving the Web Client.

![The Web Client external chat workspace with an active customer conversation open](/images/pbx/conversation-preview-web.png)

## Before you start

Whether External Chat is available depends on how your Cloud Voice system is set up. Ask your system administrator to confirm that all of the following are in place:

- The system is running software version 84.20.0.21 or later.
- Your account is on the Enterprise or Ultimate plan.
- At least one messaging channel has been configured.

## Channel types

Every conversation is tagged with an icon that shows which channel the customer used to reach you:

- ![SMS channel](/images/pbx/sms.png) SMS (Short Message Service, standard text messages)
- ![WhatsApp channel](/images/pbx/wa.png) WhatsApp
- ![Facebook channel](/images/pbx/facebook.png) Facebook
- ![Live Chat channel](/images/pbx/live-chat.png) Live Chat

## What each channel supports

The channels behave differently in a few important ways. Use this table to see what each one allows.

| Behavior | SMS | WhatsApp | Facebook | Live Chat |
| --- | --- | --- | --- | --- |
| Chat type | One-to-one conversations and group chats with a queue of agents | Same | Same | Same |
| Session auto-closure | Set by your system administrator | Same | Same | Same |
| Who can start a conversation | You can receive and reply to inbound messages and start a new session | You can receive and reply to messages, and start a conversation by sending a WhatsApp-approved message template | Receive and reply to inbound messages only, you can't start a session | Receive and reply to inbound messages only, you can't start a session |
| Maximum file size | 100 MB | 100 MB | 25 MB | 10 MB |
| File retention | 72 hours | 72 hours | 72 hours | 72 hours |

:::caution
Only some channels let you message a customer first. On Facebook and Live Chat you can only reply to a message the customer sends, you cannot start a new conversation. On WhatsApp you can start one, but only by sending a message template that WhatsApp has approved in advance. SMS is the only channel where you can reach out with a free-form message at any time.
:::

:::note
Shared files are available for 72 hours after they are sent. Download anything you need to keep before that window closes.
:::

## What you can do

- **One shared inbox**: Every customer query, across all connected channels, arrives in the same place so nothing gets missed.
- **Reach out from a business number**: Message customers using a business phone number while your personal number stays private.
- **Smooth hand-offs**: Transfer a session to a colleague, who can read the full history and pick up the conversation without missing a beat.
- **Full session control**: Turn a chat into a call, archive a session, bring an archived one back, and more.
- **Notifications your way**: Switch pop-up and sound alerts for new messages on or off to suit how you work.

Once External Chat is available on your account, you can receive, reply to, transfer, and archive customer conversations directly from the Web Client.