The agent’s view of the layout is mostly the same as that of the customer, with the exception of additional customer information located in a sidebar. Many live chat tools feature a customizable interface, enabling users to upload brand logos, utilize brand colors, and more. Despite slight variations in interface, most tools operate as expected. Generally, an agent sets their status as “active” to indicate that they are available to provide a response. In the case that there is no live agent available, or someone has been waiting for an extended period of time, chats can be converted into email conversations, depending on the tool being used.