> ## Documentation Index
> Fetch the complete documentation index at: https://docs.raum.am/llms.txt
> Use this file to discover all available pages before exploring further.

# Chat mode

**Chat Mode** is the Zendesk app's realtime interaction mode for messaging and chat tickets.

It is separate from RAUM's public **AI Chatbot** product. Chat Mode lives inside the Zendesk agent workspace and helps an agent respond to a live Zendesk conversation.

## Automatic mode detection

The app inspects the Zendesk ticket channel.

Channels recognized as chat/messaging are opened in Chat Mode automatically. If channel detection fails, the app falls back to Email Mode.

A solved or closed chat ticket is automatically pinned back to Email Mode.

## Manual mode switch

Click the **mode badge** to switch between Chat Mode and Email Mode for the current ticket.

The manual choice wins for that ticket during the current app session. This is useful when the customer re-engages in a way Zendesk's channel metadata does not represent cleanly.

## Chat Mode controls

| Control | What it does |
| - | - |
| **Chat Reply** | Generates a concise response from the current conversation. |
| **Fix** | Corrects grammar and spelling while preserving meaning, tone, and structure. |
| **Friendly** | Makes the current draft warmer and more conversational. |
| **Expand** | Expands a short draft into a more complete response. |
| **Translate** | Translates the live composer text. |
| **Rewrite** | Rewrites the current composer text. |
| **End Chat** | Ends the RAUM chat session for the ticket and switches the app to Email Mode. |

**Chat Reply** can start from an empty composer. The other transformation controls require existing text.

## Why Chat Reply is faster

The realtime chat path is optimized for interactive latency.

Pure text transformations such as Fix, Friendly, Expand, and Rewrite can skip unnecessary knowledge/tool retrieval because their job is to transform the current draft rather than research a new answer.

Chat Reply still retrieves the context and knowledge required to answer the conversation.

## Welcome messages

When Chat Mode starts, the app can insert the language-specific welcome message configured by your administrator.

The welcome request is deduplicated so the configured message is inserted only once for the ticket session.

The configuration can also provide:

* a delay threshold; and
* an optional delay message shown when a response takes longer than expected.

[Configure Email & Agent Chat settings →](https://docs.raum.am/assistant/email-agent-chat.md)

## Follow-up and end rules

A Chat Reply can return configured realtime rules such as:

* a follow-up delay/message; and
* an automatic end delay/message.

The app schedules those rules for the active ticket and clears pending chat timers when the ticket is saved or the session ends.

## End Chat

Click **End Chat** when the live conversation is complete and you want RAUM to treat later work as email-style follow-up.

End Chat:

1. marks the ticket with the `raum_chat_ended` tag;
2. switches the editor to Email Mode immediately;
3. asks the RAUM backend to enrich the full conversation; and
4. closes the RAUM chat session so its turns are grouped correctly in reporting.

Once the tag is present, reopening the still-messaging Zendesk ticket remains in Email Mode unless the agent manually switches it again for the current session.

## Chat actions and Zendesk status

Chat Mode can still apply permitted monitoring/tag actions from the Assistant workflow, but the realtime path avoids changing Zendesk ticket status as part of ordinary chat-response processing.

State-changing external ACTION tools remain subject to their configured approval rules.

## Translate in Chat Mode

Translate uses the same language/auto-detect panel as Email Mode and operates on the live composer text.

## Stop a request

Use the **Stop** control to cancel an active streaming request. While RAUM is processing, conflicting controls are disabled.

> **[Email Mode overview](https://docs.raum.am/using-the-app/overview.md)**
>
> Compare Email and Chat Mode controls.

> **[Chat settings](https://docs.raum.am/assistant/email-agent-chat.md)**
>
> Configure welcome and delay messages by language.


This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.