Chat Interface & Session List

This article explains how to use the new Live Chat interface, including conversation view modes, filters, and session list management.

Default Conversation Views

The new Chat interface provides 9 built-in views:

• All – every conversation in the system
• Unassigned – conversations with no agent assigned
• Chatbot – conversations currently handled by a bot
• Mine – conversations assigned to you
• Group – conversations filtered by agent group
• Unread – messages you haven't seen yet
• Unanswered – customers waiting for a reply
• Do Not Disturb – conversations with notifications muted
• Private Chat – one-on-one conversations

Custom Views

Create your own views tailored to your team's needs:

1. Click the "+" button next to the view list → select "Create New View".
2. Name the view and set filters:

• Customer tags
• Social channel (WhatsApp, Instagram, TikTok, Telegram, Email…)
• Customer email or phone number
• Assigned agent
• Last reply time
• Conversation type (live / bot)

3. Click Save. Drag and drop to reorder views.

💡 Build views that match your team's workflow — for example, a "VIP Unanswered" view combining a customer tag filter with the Unanswered status.

Managing Conversation Cards

Each card shows: customer name, messaging channel, assigned agent, last message, and timestamp. You can:

• Click a card to open the chat window
• Right-click (or long-press on mobile) for quick actions: close, reassign, mark important, add tag
• Select multiple conversations with checkboxes for bulk actions

Starting a New Conversation

To proactively contact a customer, click "New Conversation" in the top corner. Supported outbound channels:

• WhatsApp (Business API & App)
• Instagram DM
• Telegram
• Email

Searching Conversations

Click the search bar at the top of the list. Supports fuzzy search by customer name or display name, and exact search by phone number or email.