Navigating Chat Views  

When managing multiple customer conversations, maintaining clarity and efficiency is essential. The system provides various structured views and filters that allow you to organize your chats effectively. These tools help you quickly identify and prioritize the conversations that require your attention.

Default View When You Open Chats  

Upon opening the Chat module, the system automatically displays the "My Open Chats" view. This default view includes only those chats that:

• Are assigned to you

• Are currently in Open status (i.e., require a reply or action)

This ensures that you are immediately presented with the conversations that need your attention, eliminating the need to search manually.

Other Views You Can Use  

Depending on your needs, you can switch between the following built-in chat views:

• All Chats: Displays every chat in the system, regardless of assignee or status.

• All Open Chats: Shows all chats that are currently open, including those assigned to other team members.

• My Chats: Lists all chats assigned to you, both Open and Closed.

• All Closed Chats: Allows you to review conversations that have already been marked as Closed.

These views are useful for monitoring team performance, managing workloads, and revisiting past customer interactions when necessary.

Helpful Filters to Focus Your Work  

Within each chat view, you can apply filters to help narrow down your focus. One especially useful option is the “Unread Only” filter. This helps you quickly identify:

• New messages from customers that you haven’t yet read

• Chats that still need to be reviewed or responded to

To use it, simply check the “Unread Only” box or select it from the filter menu — the chat list will automatically update to show only unread conversations.

How Chats Are Ordered on the Screen  

Chats in all views are automatically sorted based on the most recent message received, whether it’s from the customer or someone on your team.

This means:

• Chats with new activity will appear at the top of the list

• Older, inactive chats will move down automatically

This real-time sorting ensures that agents can prioritize active, time-sensitive conversations without manual effort.