Your incoming chats appear in the chat queue on the left side of the chat interface.
Select the tabs at the top of the chat queue to change the chats you see.
My chats
Shows chats assigned to you.
All chats
Shows all the chats for all agents.
For Chat admin users only. Learn more in Roles and permissions of chat.
Team chats
Shows chats assigned to your team or agents on your team.
Filter your chat queue
Filtering your chat queue lets you only see the chats you need. You can filter your queue by chat status or by channel using the two drop-down filter menus at the top of the chat queue.
Status filter options:
Open
All new and ongoing chats.
Waiting for reply
Chats in your queue that you haven't responded to yet.
Replied
Chats you have responded to but are still ongoing.
Completed
Chats which have been resolved and marked as complete.
The chat channel filter allows you to switch your view to webchat or SMS chats only.
Chat queue information
Each message in the chat queue shows you information related to each individual chat session:
User’s name
First-time chat users show as anonymous. For any returning users that have previously been identified and added as a contact, or for SMS contacts we have been able to automatically match, you see their name.
Message preview
A short preview of the message.
Timer
The time passed since the visitor sent the message.
Channel marker
Identifies the channel through which the contact sent their message.