Open Live chat › Inbox. The conversation list is on the left, the thread in the middle and the visitor’s context on the right.
Four queues
| Queue | What’s in it | What you usually do |
|---|---|---|
| Waiting | Conversations with no owner yet | Take one. Waiting time turns red after 120 seconds |
| Mine | Open conversations you own or have joined | Reply and resolve |
| All | Every open conversation | See what colleagues are handling |
| Resolved | Conversations marked resolved | Reopen, or read the rating |
Agent-only teammates see, by default, only their own and unassigned conversations in All. An admin can widen that per person.
Take, reply, resolve
- In Waiting, click Take or press
A. You become the owner. - Reply. The visitor receives it instantly.
- When it’s done, click Resolve or press
E. The visitor can rate the conversation from 1 to 5 within the next 24 hours.
If a colleague writes in your conversation, they join as a collaborator; you stay the owner. When someone else has the same conversation open, the top of the thread shows who’s viewing, so you don’t both reply.
Your status
Set yourself Online, Away or Offline at the top of the inbox. Only Online agents receive new conversations through auto-assignment, and only Online counts for the online greeting.
Search and pin
Search the list by visitor code or by message text. Pin important conversations in Mine and All so they stay at the top.
Visitor codes
Visitors appear as short codes such as #3FA2C1, not names or emails. If a visitor tells you their name, it’s only in the conversation.