> For the complete documentation index, see [llms.txt](https://docs.usepylon.com/pylon-docs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.usepylon.com/pylon-docs/chat-widget/chat-experience.md).

# Chat Experience

How the chat experience works for your customers

## Editor

The editor in the chat supports:

* Rich text like bolds, italics, links, etc.
* Inline code and code blocks
* Attached files, up to 500 MB each
* Emojis
* Reactions

<figure><img src="https://982123570-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F9hXBoCTTNw5flARlUVJf%2Fuploads%2FkaN2GsYtr6XhMHALgF1C%2Fimage.png?alt=media&amp;token=44bf61e3-348d-48cc-a3b1-0214e6409dcc" alt="" width="338"><figcaption></figcaption></figure>

Each message can be up to 2,500 characters. A character counter appears once a message passes half the limit.

Users can't edit or delete messages after sending them. Your team can edit and delete their own messages, and the changes show up in the widget right away.

If your organization uses SendSafely, users can also attach files through a secure SendSafely dropzone.

## In the Conversation

* Users see a typing indicator while a team member is writing a reply.
* Replies from your AI agent can include a **Sources** list linking to the articles and pages the answer is based on.

## Follow Up

When a reply arrives while the chat is closed, a preview of it pops up above the chat bubble, and the bubble shows a red notification dot.

If the user does not see your message within a few minutes, they will receive a follow-up email. You can turn this email off or change its sender. See [Functionality](/pylon-docs/chat-widget/functionality.md#unread-message-emails).

## Past Conversations

Users can also view and continue their past conversations from the home page of the chat.

<figure><img src="https://982123570-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F9hXBoCTTNw5flARlUVJf%2Fuploads%2F7CNLP00s4ay7HWvuOMhG%2FScreenshot%202025-03-31%20at%207.46.43%E2%80%AFPM.png?alt=media&amp;token=b94dd371-76eb-4409-b868-beb770c20990" alt=""><figcaption></figcaption></figure>

Past conversations are only shown when [identity verification](/pylon-docs/chat-widget/identity-verification.md) is enabled.

## Ticket Forms

After a user submits a ticket form, they can click **View Ticket** to open the conversation it created. This requires identity verification; without it, users see **Return home** instead.


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# Agent Instructions
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