🗨️Conversations

The Conversations page displays all conversations that match the specified filter.

1. Conversation filters by:

   • Type of assigned agent

   • Conversation status

   • Inbox

   • Team

To reset the filters, click .

1. Messenger icon from which a customer has sent a message

2. Inbox name

3. Client name

4. Conversation labels

5. 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.

When clicking on a Conversation, the Conversation panel opens.

Dialogs with the Call conversation type are viewable only.

Dialogs with the Email conversation type are not displayed.

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