Live Chat

Package docs status

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Field	Value
Composer package	`capell-app/live-chat`
Package slug	`live-chat`
Product group	Capell Engagement & CRM
Tier	premium
Bundle	`engagement-crm`
Runtime contexts	`admin`, `frontend`
Capell version	`^1.0`
Catalogue role	extension
Release channel	Beta
Source repository	`capell-app/packages`
Source path	`packages/live-chat`
Docs source	`packages/live-chat/docs`
Manifest	`capell.json`

What This Plugin Adds

Live Chat is an Available, Schema-owning Capell package in the Capell Engagement & CRM product group. It ships as capell-app/live-chat and extends these surfaces: admin, frontend.

Live Chat adds a public chat widget, operator conversations, availability rules, handoff, attachments, and searchable knowledge sources.

Visitors can start a conversation or leave an offline message. Admin users can configure installations and availability, then review, summarise, route, or close chat history.

Status details:

Status: Available
Tier: premium
Bundle: engagement-crm
Composer package: capell-app/live-chat
Namespace: Capell\LiveChat
Theme key: not applicable

Why It Matters

For developers: Responder, knowledge-provider, and widget-renderer contracts keep AI, retrieval, and frontend delivery replaceable behind domain Actions.

For teams: Support teams can retain conversation history, review AI-assisted summaries and reply suggestions, and route conversations for human follow-up.

Screens And Workflow

Screenshot contract: docs/screenshots.json.

Live Chat chat sites and installation settings

Live Chat conversation detail with transcript and handoff state

Live Chat widget (frontend, supplementary documentation fixture).
Live Chat conversation inbox (admin, supplementary documentation fixture).
Live Chat chat sites and installation settings (admin, supplementary evidence).
Live Chat conversation detail with transcript and handoff state (admin, supplementary evidence).
Live Chat availability windows (admin, supplementary evidence).
Live Chat escalation rules (admin, supplementary evidence).
Live Chat widget after-hours state (frontend, supplementary evidence).
Live Chat chat sites and installation settings with admin sidebar menu open (admin, supplementary evidence).

Technical Shape

Service providers

Capell\LiveChat\Providers\LiveChatServiceProvider

Config files

packages/live-chat/config/capell-live-chat.php

Migrations

packages/live-chat/database/migrations/2026_06_13_000001_create_live_chat_conversations_table.php
packages/live-chat/database/migrations/2026_06_13_000002_create_live_chat_messages_table.php
packages/live-chat/database/migrations/2026_06_13_000003_create_live_chat_availability_tables.php
packages/live-chat/database/migrations/2026_06_13_000004_create_live_chat_rules_and_sources_table.php
packages/live-chat/database/migrations/2026_06_13_000005_create_live_chat_installations_table.php
packages/live-chat/database/migrations/2026_06_13_000006_create_live_chat_ai_source_tables.php
packages/live-chat/database/migrations/2026_07_10_000001_add_normalized_scope_key_to_live_chat_knowledge_gaps.php

Models

LiveChatAIRun
LiveChatAvailabilityException
LiveChatAvailabilityWindow
LiveChatConversation
LiveChatEscalationRule
LiveChatInstallation
LiveChatKnowledgeDocument
LiveChatKnowledgeGap
LiveChatKnowledgeSource
LiveChatMessage

Filament classes

AvailabilityWindowResource
CreateAvailabilityWindow
EditAvailabilityWindow
ListAvailabilityWindows
ScopesLiveChatResourcesToSites
ConversationResource
EditConversation
ListConversations
EscalationRuleResource
CreateEscalationRule
EditEscalationRule
ListEscalationRules
InstallationResource
CreateInstallation
EditInstallation
ListInstallations
KnowledgeSourceResource
CreateKnowledgeSource
EditKnowledgeSource
ListKnowledgeSources

Route files

packages/live-chat/routes/web.php

Policies

AbstractLiveChatResourcePolicy
LiveChatAIRunPolicy
LiveChatAvailabilityExceptionPolicy
LiveChatAvailabilityWindowPolicy
LiveChatConversationPolicy
LiveChatEscalationRulePolicy
LiveChatInstallationPolicy
LiveChatKnowledgeDocumentPolicy
LiveChatKnowledgeGapPolicy
LiveChatKnowledgeSourcePolicy

Extension contracts

LiveChatKnowledgeProvider
LiveChatResponder
LiveChatWidgetRenderer

Actions

ApplyLiveChatCorsHeadersAction
BuildLiveChatAnalyticsAction
BuildLiveChatOperatorStateAction
BuildLiveChatSuggestedReplyAction
BuildLiveChatTranscriptAction
BuildLiveChatWidgetConfigAction
CloseLiveChatConversationAction
DeleteLiveChatAttachmentsAction
DeleteLiveChatConversationsAction
DetectLiveChatIntentAction
DetermineLiveChatEscalationAction
EraseLiveChatPrivacyDataAction
GenerateLiveChatSummaryAction
GuardLiveChatInstallationOriginAction
GuardLiveChatSameSiteRequestAction
IndexLiveChatKnowledgeDocumentAction
IndexLiveChatKnowledgeSourceAction
PruneLiveChatConversationsAction
RecordLiveChatAIRunAction
RecordLiveChatKnowledgeGapAction
ReplyToLiveChatMessageAction
RequestLiveChatHandoffAction
ResolveLiveChatAvailabilityAction
ResolveLiveChatConversationForInstallationAction
ResolveLiveChatInstallationAction
SearchLiveChatKnowledgeDocumentsAction
StartLiveChatConversationAction
StoreLiveChatAttachmentsAction
StoreLiveChatMessageAction
SuggestLiveChatHumanReplyAction
SyncLiveChatConversationContactAction
ValidateLiveChatAttachmentAction

Data objects

IncomingLiveChatMessageData
LiveChatAIRunData
LiveChatAvailabilityData
LiveChatEscalationDecisionData
LiveChatKnowledgeDocumentData
LiveChatKnowledgeSearchResultData
LiveChatResponseData
LiveChatVisitorData
LiveChatWidgetConfigData

Manifest action API

buildLiveChatAnalytics: Capell\LiveChat\Actions\BuildLiveChatAnalyticsAction
buildLiveChatOperatorState: Capell\LiveChat\Actions\BuildLiveChatOperatorStateAction
buildLiveChatSuggestedReply: Capell\LiveChat\Actions\BuildLiveChatSuggestedReplyAction
buildLiveChatTranscript: Capell\LiveChat\Actions\BuildLiveChatTranscriptAction
buildLiveChatWidgetConfig: Capell\LiveChat\Actions\BuildLiveChatWidgetConfigAction
closeLiveChatConversation: Capell\LiveChat\Actions\CloseLiveChatConversationAction
detectLiveChatIntent: Capell\LiveChat\Actions\DetectLiveChatIntentAction
determineLiveChatEscalation: Capell\LiveChat\Actions\DetermineLiveChatEscalationAction
generateLiveChatSummary: Capell\LiveChat\Actions\GenerateLiveChatSummaryAction
guardLiveChatInstallationOrigin: Capell\LiveChat\Actions\GuardLiveChatInstallationOriginAction
guardLiveChatSameSiteRequest: Capell\LiveChat\Actions\GuardLiveChatSameSiteRequestAction
indexLiveChatKnowledgeDocument: Capell\LiveChat\Actions\IndexLiveChatKnowledgeDocumentAction
indexLiveChatKnowledgeSource: Capell\LiveChat\Actions\IndexLiveChatKnowledgeSourceAction
recordLiveChatAIRun: Capell\LiveChat\Actions\RecordLiveChatAIRunAction
recordLiveChatKnowledgeGap: Capell\LiveChat\Actions\RecordLiveChatKnowledgeGapAction
replyToLiveChatMessage: Capell\LiveChat\Actions\ReplyToLiveChatMessageAction
requestLiveChatHandoff: Capell\LiveChat\Actions\RequestLiveChatHandoffAction
resolveLiveChatAvailability: Capell\LiveChat\Actions\ResolveLiveChatAvailabilityAction
resolveLiveChatConversationForInstallation: Capell\LiveChat\Actions\ResolveLiveChatConversationForInstallationAction
resolveLiveChatInstallation: Capell\LiveChat\Actions\ResolveLiveChatInstallationAction
searchLiveChatKnowledgeDocuments: Capell\LiveChat\Actions\SearchLiveChatKnowledgeDocumentsAction
startLiveChatConversation: Capell\LiveChat\Actions\StartLiveChatConversationAction
storeLiveChatAttachments: Capell\LiveChat\Actions\StoreLiveChatAttachmentsAction
storeLiveChatMessage: Capell\LiveChat\Actions\StoreLiveChatMessageAction
suggestLiveChatHumanReply: Capell\LiveChat\Actions\SuggestLiveChatHumanReplyAction
syncLiveChatConversationContact: Capell\LiveChat\Actions\SyncLiveChatConversationContactAction

Scheduled commands

capell:live-chat:prune (daily; package registered)

Console command classes

PruneLiveChatConversationsCommand

Manifest contributions

admin-resource: Capell\LiveChat\Manifest\LiveChatAdminResourcesContribution
agent-capability: Capell\LiveChat\Manifest\LiveChatAgentBridgeCapabilitiesContribution
frontend-component: Capell\LiveChat\Manifest\LiveChatWidgetContribution
health-check: Capell\LiveChat\Manifest\LiveChatHealthContribution
model: Capell\LiveChat\Manifest\LiveChatModelsContribution
route: Capell\LiveChat\Manifest\LiveChatFrontendRoutesContribution
scheduled-job: Capell\LiveChat\Manifest\LiveChatPruneScheduleContribution

Health checks

Capell\LiveChat\Health\LiveChatHealthCheck

Blade views

packages/live-chat/resources/views/script.blade.php
packages/live-chat/resources/views/widget.blade.php

Cache tags

live-chat

Data Model

Required tables: live_chat_conversations, live_chat_installations, live_chat_messages, live_chat_ai_runs, live_chat_availability_windows, live_chat_availability_exceptions, live_chat_escalation_rules, live_chat_knowledge_documents, live_chat_knowledge_gaps, live_chat_knowledge_sources.
Models: LiveChatAIRun, LiveChatAvailabilityException, LiveChatAvailabilityWindow, LiveChatConversation, LiveChatEscalationRule, LiveChatInstallation, LiveChatKnowledgeDocument, LiveChatKnowledgeGap, LiveChatKnowledgeSource, LiveChatMessage.
Core record references in migrations: sites via site_id.
Migration files: 2026_06_13_000001_create_live_chat_conversations_table.php, 2026_06_13_000002_create_live_chat_messages_table.php, 2026_06_13_000003_create_live_chat_availability_tables.php, 2026_06_13_000004_create_live_chat_rules_and_sources_table.php, 2026_06_13_000005_create_live_chat_installations_table.php, 2026_06_13_000006_create_live_chat_ai_source_tables.php, 2026_07_10_000001_add_normalized_scope_key_to_live_chat_knowledge_gaps.php.
Migration impact: run host migrations through the package install flow before opening package surfaces.
Deletion/retention behaviour: migrations declare cascade-on-delete relationships and null-on-delete relationships; retention is scheduled through capell:live-chat:prune (daily; registered by the package provider).

Install Impact

Required packages: capell-app/admin, capell-app/contacts, capell-app/core, capell-app/frontend.
Admin navigation: declares admin-resource: LiveChatAdminResourcesContribution; each Filament page or resource controls its own navigation visibility.
Admin/editor extensions: none declared.
Permissions: View:LiveChatInstallation, Create:LiveChatInstallation, Update:LiveChatInstallation, Delete:LiveChatInstallation, View:LiveChatAIRun, View:LiveChatKnowledgeDocument, Create:LiveChatKnowledgeDocument, Update:LiveChatKnowledgeDocument, Delete:LiveChatKnowledgeDocument, View:LiveChatKnowledgeGap, Update:LiveChatKnowledgeGap, View:LiveChatConversation, Update:LiveChatConversation, View:LiveChatAvailabilityWindow, Create:LiveChatAvailabilityWindow, Update:LiveChatAvailabilityWindow, Delete:LiveChatAvailabilityWindow, View:LiveChatEscalationRule, Create:LiveChatEscalationRule, Update:LiveChatEscalationRule, Delete:LiveChatEscalationRule, View:LiveChatKnowledgeSource, Create:LiveChatKnowledgeSource, Update:LiveChatKnowledgeSource, Delete:LiveChatKnowledgeSource; access also governed by package policies: AbstractLiveChatResourcePolicy, LiveChatAIRunPolicy, LiveChatAvailabilityExceptionPolicy, LiveChatAvailabilityWindowPolicy, LiveChatConversationPolicy, LiveChatEscalationRulePolicy, LiveChatInstallationPolicy, LiveChatKnowledgeDocumentPolicy, LiveChatKnowledgeGapPolicy, LiveChatKnowledgeSourcePolicy.
Public routes: loads routes/web.php; registers LiveChatFrontendRoutesContribution.
Database changes: package migrations are declared.
Config: config/capell-live-chat.php.
Settings: no package settings declared.
Queues or schedules: scheduled commands capell:live-chat:prune (daily; package registered).
Cache tags: live-chat.
Commands: console command classes detected: PruneLiveChatConversationsCommand.

Common Pitfalls

Keep required Capell packages on compatible v4 releases: capell-app/admin, capell-app/contacts, capell-app/core, capell-app/frontend.
Run migrations before opening package resources or public routes.
Review package configuration before production-like verification: config/capell-live-chat.php.
Review middleware, throttling, signatures, and public-output safety in routes/web.php before exposing routes.
Keep the host Laravel scheduler running so package-registered schedules can execute: capell:live-chat:prune (daily; package registered).
Keep public Blade and cached HTML free of authoring markers, model IDs, permissions, signed editor URLs, and lazy database queries.
Custom write integrations must preserve invalidation for live-chat cache tags.

Troubleshooting

Symptom	Likely cause	Check	Fix
Package surface is missing after install	Provider or manifest is not loaded	Confirm `capell.json`, package `composer.json`, and provider registration	Reinstall the package, refresh Composer autoload, and clear host caches
Admin screen or command fails on missing table	Package migrations have not run	Check the tables listed in `Data Model`	Run host migrations and rerun the focused package test
Route returns unexpected output	Route cache, middleware, or signed URL setup does not match the package route file	Check the route files listed in `Technical Shape`	Clear route cache and verify middleware before exposing public routes
Background work does not run	Queue worker or declared schedule is not active	Check the jobs and scheduled commands listed in `Technical Shape`	Start the queue worker or host scheduler, then run the focused command or package test
Public output leaks unexpected state	Render data, cache variation, or authoring boundary has regressed	Check public Blade, cache tags, and public-output safety tests	Move data loading out of Blade and rerun the package public-output tests

Quick Start

Install the package: composer require capell-app/live-chat.
Open the package admin page or resource and verify Live Chat is available.

Next Steps

Package docs
Overview
Worked extension examples
Admin guide
Configuration files: config/capell-live-chat.php.
Troubleshooting
Screenshot contract
Marketplace assets
Capell content language plan
Capell documentation design system
Capell and package ERD notes
Related packages: Contacts, Agent Bridge, Ai Orchestrator, Email Studio, Knowledge Base, Privacy Center.