📄Conversations list

Conversation list – displays all conversations that match the specified filter.

Users with the Agent role will only see conversations from inboxes they are members of.

1. Messenger icon

2. Client name

3. Inbox name

4. Assigned agent

5. Last message in a conversation

6. Conversation labels

7. Accept/reject conversation - visible when a conversation is assigned to a logged-in agent and the Auto Answer setting is disabled for a Team or Conversation Inbox (if not assigned to a Team).

If an agent rejects a conversation or fails to accept it within the specified Alerting Timeout, the conversation moves back to the beginning of the assigned team's queue. The agent's status then changes to Busy with the substatus Not Responding. New conversations are not assigned to the agent until they switch to Online status.