In the Google Chat integration, agents are members of the spaces where the Live Chat app is installed. Anyone in the space can respond to incoming chats. Below we cover how to organize your spaces and manage who handles live chat conversations.
How Agents Work
There is no separate agent setup step. If a team member is in the Google Chat space where Social Intents posts chat invitations, they can respond to visitors. Social Intents pulls the responder's name and profile information from their Google Workspace account.
Choosing a Space
The space you assign to your widget determines who sees incoming chats:
| Scenario | Recommended Setup |
|---|---|
| Small team, everyone handles support | One general space with all team members |
| Dedicated support team | A space with only support staff |
| Multiple departments | Separate spaces per department, chosen by visitors on the pre-chat form or by escalation routing |
Creating a Space
- In Google Chat, click the + next to Spaces
- Select Create a space
- Name it (e.g., "Website Support" or "Sales Chat")
- Add the team members who should handle chats
- Add the Live Chat app to the space and mention @Live Chat in a message so Social Intents registers the space
Assigning the Space to Your Widget
- In Social Intents, go to Chat Widgets, select your widget, and open the Settings tab
- In Route chats to Google Chat space, pick the space from the dropdown. If it is missing, mention @Live Chat in the space and reload
- Click Save changes
Department Spaces
To send different kinds of chats to different spaces from one widget, open the widget's Settings tab > Pre-chat form > Groups / departments. Add departments (such as Sales and Support) and choose the space each one sends to. Turn the toggle on to let visitors pick a department on the pre-chat form, or leave it off and set the department from your site with SI_API.setGroup('Sales').
Thread-Based Conversations
Google Chat organizes conversations into threads within a space. Each visitor chat becomes its own thread, so multiple conversations can happen simultaneously in the same space without getting mixed together.
Agents reply within the thread to send messages to the visitor. Messages posted outside the thread are not forwarded to the visitor.
Multiple Widgets, Multiple Spaces
You can create multiple widgets, each connected to a different Google Chat space:
- Widget A (marketing site) routes to "Sales Chat" space
- Widget B (support portal) routes to "Support Chat" space
WhatsApp Chats in Your Spaces
WhatsApp conversations routed to a Google Chat-connected widget arrive in the same space as website chats, each in its own thread. Replies to a WhatsApp broadcast include a one-time context line naming the broadcast. See WhatsApp with Google Chat.
Best Practices
- Use dedicated spaces - Do not use your general team space for chat. Create a separate space so notifications are not lost
- Enable notifications - Make sure space notification settings are configured to alert agents about new messages
- Reply in the thread - Always respond within the chat thread, not as a standalone message in the space
Frequently Asked Questions
Do agents need Social Intents accounts?
No. Agents respond through Google Chat using their existing Workspace accounts.
Can I restrict who answers chats?
Yes. Only add the team members you want handling chats to the space. Remove others from the space to prevent them from seeing chat notifications.