🗨️Conversations

Conversations - the main working page where users can view and handle customer inquiries.

  1. Quick filter. The following quick filters are available:

  • Mentions - conversations in which the logged-in user was mentioned

  • Teams - conversations assigned to a selected team

  • Inboxes - conversations of a selected inbox

  • Labels - conversations to which a selected label is assigned

  • Mine - conversations that are assigned to the logged-in user

  • Unassigned - conversations that are not assigned to any user

  • All - all conversations available for display to a user

  • Conversation status

  1. Advanced filter. You can filter by the following parameters:

  • Status

  • Substatus

  • Assignee Name

  • Inbox name

  • Team name

  • Conversation ID

  • Created at

  • Last activity

  • Custom attributes

  • Chat Id

  • Source id

  • Channel type

  • Contact name

  • Phone number

  • Contact labels

  • Participants

  • Missed

  1. Sorting - sorts the list of conversations by the date of the last message in descending (newest to oldest) and ascending (oldest to newest) order.

  2. Text search - Text search in conversations. As a result of the search, the system displays all messages in conversations that match the entered word/phrase.

  3. Conversation list - a list of all conversations that match the specified filter.

  4. Conversation Statuses and Substatuses

  5. Change the status of a conversation

When an agent initiates a dialog, you can open the conversation immediately with or without a team. To do this, click on the "Reopen with Team" option and select the desired team from the list.

  1. Hide system messages - an option to control the display of system messages. The set setting is applied to all conversations of a user.

  2. Conversation panel

  3. Contact card, Conversation Information, and Conversation Actions

  4. Dashboard Apps - a panel where agents can add and run applications created by administrators.

  5. New dialogue - with this feature, agents can be the first to write/call a new customer without creating/searching for a contact

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