> For the complete documentation index, see [llms.txt](https://docs.cekat.ai/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.cekat.ai/en/ai-and-platform/chat/conversation-list.md).

# Conversation List

The **Conversation List** is where you see every ongoing and finished conversation, grouped by status: **Unassigned**, **Assigned** and **Resolved**.

### 1. Unassigned

Every **new chat lands in Unassigned** first. This is where you'll find conversations that don't have a human agent responsible for them yet.

<figure><img src="https://3693109682-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FZNZlvyOVkZXyd3pz2Cql%2Fuploads%2F4OIXADWuwvqUcpoo7XY4%2FScreenshot%202025-05-21%20at%203.27.45%E2%80%AFPM.png?alt=media&#x26;token=77401844-ccb5-4287-92cf-b83d8764d7be" alt="" width="175"><figcaption></figcaption></figure>

#### A. What each role can see:

* **Agents** can only see conversations that:
  * Come into a platform or inbox they're assigned to, or
  * Come into a platform or inbox handled by a team they belong to.
* **Supervisors** can see every unassigned conversation that comes into their team.
* **Super Agents** can see every unassigned conversation from every platform.

#### B. Chat statuses in Unassigned:

* **Open**: the AI is still replying and no human is needed yet.
* **Pending**: the chat needs a human, but no one has picked it up yet because:
  * No agent is assigned to that platform, or
  * Every assigned agent is offline.

#### C. What you can do:

* Agents can open, filter and *take over* chats.
* When an agent **takes over** a chat, its status changes to **Assigned** automatically.

### 2. Assigned

Conversations here are an agent's responsibility, and **the AI no longer replies** in them (if Stop AI After Handoff is turned on).

<figure><img src="https://3693109682-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FZNZlvyOVkZXyd3pz2Cql%2Fuploads%2Fgtvw3wt4NJ9obD3xHFPA%2FScreenshot%202025-05-21%20at%203.28.31%E2%80%AFPM.png?alt=media&#x26;token=46e94cee-1b0f-4e51-8121-6059517c0ca6" alt="" width="176"><figcaption></figcaption></figure>

* **Agents** can see a conversation if:
  * It's been **assigned directly to them**, or
  * They've been added as a **collaborator**.
    * If you're a **collaborator**, a **collaborator icon** appears next to *Assigned* in the conversation list.

      <figure><img src="https://3693109682-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FZNZlvyOVkZXyd3pz2Cql%2Fuploads%2FI9oM7US3o344ocjeJxcl%2FScreenshot%202025-05-21%20at%204.10.41%E2%80%AFPM.png?alt=media&#x26;token=d1423e77-7acd-42b5-b895-5d037db9c378" alt=""><figcaption></figcaption></figure>
* **Supervisors** can see every conversation their team members are handling.
* **Super Agents** can see every assigned conversation across the whole system.

### 3. Resolved

Once an agent marks a conversation as **resolved**, it moves to the **Resolved** tab.

<figure><img src="https://3693109682-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FZNZlvyOVkZXyd3pz2Cql%2Fuploads%2F7mWUWV08hNMKxeQNhazi%2FScreenshot%202025-05-21%20at%203.39.06%E2%80%AFPM.png?alt=media&#x26;token=8349f1ed-bdec-4214-ac56-ac58911e6bf7" alt="" width="170"><figcaption></figcaption></figure>

* **Agents** can only see conversations **they resolved themselves**.
* **Supervisors** can see conversations resolved by **members of their team**.
* **Super Agents** can see **every resolved conversation**, across all teams.