Conversations
Last updated
Last updated
Conversations - the main working page where users can view and handle customer inquiries.
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
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
Sorting - sorts the list of conversations by the date of the last message in descending (newest to oldest) and ascending (oldest to newest) order.
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.
Conversation list - a list of all conversations that match the specified filter.
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.
Hide system messages - an option to control the display of system messages. The set setting is applied to all conversations of a user.
Dashboard Apps - a panel where agents can add and run applications created by administrators.