Sorting, unread badges, waiting-time warnings and filters.
The list prioritizes itself: first conversations waiting for an agent, then unread ones, then the most recently active. You don't need to sort it yourself.
- 🙋 Wants an agent: the visitor asked for a human rather than the AI assistant — the assistant goes quiet and the row gets a red badge.
- Blue dot: the last message is from the visitor and you haven't opened it yet.
- ⏱ Waiting badge: an unanswered conversation turns yellow at 5 minutes and red at 15, and the timer counts live.
- Channel chips: Web, WhatsApp, Messenger, Instagram, Telegram, Email — each with the number of conversations on that channel.
- 👤 Mine: only conversations assigned to you.
- 😴 Snoozed: conversations you snoozed are hidden from the list and appear under this chip.
Automatic distribution, manual assignment, transfer notifications and the concurrent chat limit.
New conversations are distributed to online agents in turn (round-robin). Distribution takes each agent's team and concurrent chat limit into account: an agent who has reached their limit doesn't get new conversations.
- 1Open the conversation and use the “Assigned agent” field in the details panel on the right.
- 2When you transfer it, an internal note saying “X transferred the conversation to Y” is added — the visitor doesn't see it.
- 3If the receiving agent is online, a clickable notification appears on their screen; if they're offline, a notification goes to their phone.
💡Set the concurrent chat limit for each person on the Agents page. Entering 0 means “unlimited”.
Send the sentences you type most often in a second with “/”.
On the Canned replies page you define a shortcut and its text. Type “/” in the message box to open the list; pick a shortcut and its text drops into the box — you can edit it before sending.
💡Canned replies are shared by the whole team; a reply one person adds is visible to everyone.
Categorize conversations, leave notes for your team and deal with things later.
- Tags: mark a conversation by topic and give you a breakdown in Analytics. When a conversation is closed, AI suggests matching tags from your existing ones as dashed chips; click one to apply it.
- Internal notes: messages within your team that never reach the visitor. Ideal for summarizing a conversation's history in one sentence when you take it over.
- Snooze: 1 hour, 4 hours, until tomorrow or 3 days. A snoozed conversation is hidden from the list; if the visitor writes again, the snooze is cancelled automatically and the conversation comes back.
Pasting images, recording voice messages and letting visitors send screenshots.
- You can paste an image straight into the dashboard (Ctrl/Cmd+V) — and so can the visitor.
- Record and send a voice message with 🎤; when it goes to WhatsApp, it's converted to the right format automatically.
- Visitors can share a screenshot with the 🖥️ button in the widget — no extra charge, on every plan.
- Voice messages visitors send (WhatsApp/Messenger/Instagram) are transcribed; you can turn this off under Settings → AI assistant.
Move around without the mouse and close several conversations at once.
- ↓ or J: next conversation
- ↑ or K: previous conversation
- E: close the open conversation
- Esc: leave the message box
For bulk actions, tick the checkboxes that appear when you hover over rows; from the bar that shows up at the bottom of the list you can close all selected conversations or assign them to an agent.
Visitors rate the conversation and you see the average in Analytics.
When a conversation is closed, the visitor is asked for a quick rating and can leave a comment. Results appear on the satisfaction card on the Analytics page, along with the change from the previous period.
