Using Chat on the Audience Web App

Available for:

  • Engage
  • Captivate
  • Enterprise (Events)
This article covers: 
  • How to send messages in a chat? 
  • How to react to messages in a chat?

How to send messages in a Live Chat session? 


1. On the Audience Web App, attendees will be prompted to create a profile before being able to send a message. Select OK. 


Note: If Anonymous messages is enabled when setting up, attendees can directly send a message without having to create a profile. 

2. Attendees will be redirected to the profile information page. Once the attendee fills in the required fields and clicks Save, they will be redirected to the chat page.

Note: You may enable social login on your Workspace to allow attendees to import their social media profile picture and link when creating a profile. Learn how to enable social login here


Note: Imported profile pictures may not render for users on Firefox if your browser settings enable Tracking Content.

3. Here, the attendee can click on the text box, type a message, and click on the arrow button on the right side of the text box to send a message. The message will appear on chat immediately.

If clickable links are enabled for the Chat session, links sent in messages and replies will be automatically converted into clickable links. Attendees who click on the links will be redirected to a new tab outside of the Audience Web App. Clickable links are disabled by default, refer to this article on how to enable clickable links in for your Chat sessions. 


4. Attendees can also click on the emoji button to add emojis to the message


Note: We support emoji 14.0 and default skin tone selection.

To select a default skin tone, click on the hand emoji to select any one skin tone of your choice.


Once you have selected a default skin tone, you can click on the wave emoji to choose from a variety of other skin based emojis. All skin based emojis will follow the default skin tone you have selected. You can always update your default skin tone at any time. 


5. Attendees can easily reply to a message in a thread and view the entire thread directly from the main chat (as shown below.) 


If Message filtering is enabled during setup, then attendees will be notified that their messages and replies are awaiting moderation. The message/reply will only appear on the chat after the admin Allows it on the Admin Panel.

6. Attendees can also mention each other by name in messages by using @name, to get their attention. Once the attendee types @ and the first 3 letters of the name they'd like to mention, a list of possible attendee profiles will appear in the drop-down for the attendee to select.

Note: Attendees can only use @name to mention attendees who have signed-in and added a name to their profile. 


Mentions will not be included in the character count limit for messages. Attendees whose names have been mentioned in a message will receive a notification to scroll to the message, if they have not seen the message yet.

Mentions is disabled by default for all Pigeonholes. To enable mention during setup, refer to this article.

How to react to messages in a Live Chat session?

Chat reactions are enabled by default when you create a Chat session. Attendees can react to chat messages and reply with a limited emoji library to show acknowledgment in an easy and fun way quickly.


1. To react to a message on the Audience Web App, click on the ‘reaction icon’ next to any chosen message.


2. You can access the list of all available reaction emojis. Select any emoji to react to the chosen chat message or chat reply.Image 1 - Limited Emoji Chat.png


Note: Each participant can use multiple unique reaction emojis for a single message but can only use a maximum of 1 count for each reaction emoji.

Accepted reaction example: 1x (smile) 1x (thumbs up) and 1x (heart)

Unaccepted reaction example: 5x (smile) and 2x (thumbs up)

Learn more about Chat reactions.

If you have any feedback on Live Chat, drop us a note at