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.

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).

• 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.

      
• 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.

• 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.