🗨️Conversations

The Conversations page displays all dialogues that match the applied filter.

1. Conversation filters by:

• Assigned type

• Conversation status

• Channel

• Team

To reset filters, press the corresponding button.

1. Messenger icon — messenger from which the client sent the message

2. Channel name

3. Client name

4. Conversation tags

5. Accept/decline conversation — displayed if the conversation is assigned to a logged-in agent and for a Team or Channel (if the Auto-Answer setting is disabled for the conversation).

If an agent declines a conversation or does not accept it within the specified timeout, the conversation returns to the beginning of the queue for the assigned Team, and the agent switches to Busy status with substatus Not responding. New conversations are not assigned to the agent until they return to Online status.

Clicking on a conversation opens the Chat Window.

Conversations with type Call are view-only.

Conversations with type Email are not displayed.

1. New conversation — allows agents to initiate a chat or call with a new client without creating or searching for a contact.