List and filters

The conversation list is the default view of the Conversations tab. It shows the newest conversations first, 10 per page, with the total count next to the title. Each row contains basic information that lets you quickly get a sense of what the conversation was about.

Web chat conversations in which the visitor opened the widget but never typed a message are not shown in the list.

Columns in the list

• Customer: name (if the customer introduced themselves) or "No name provided".
• Last message: a snippet of the most recent message.
• Category: the classification assigned to the conversation (see Conversation details).
• Channel: where the conversation came from, for example Web chat, Email, or WhatsApp.
• Status: one of AI handling, Needs attention (waiting for an agent), Handled by {name} (taken over by someone on your team), Resolved, Not resolved, or Idle.
• Time: how long ago the last message was sent.

Filters

Above the list there is a filter bar that narrows the results:

• All, Assigned to me, and Unassigned: switch between every conversation, the ones assigned to you, and the ones nobody on your team has taken over.
• Channel: show All channels or only one channel.
• Category: show only conversations with a selected classification.
• Date range: conversations started within a selected time period.
• Spam: show only conversations the AI classified as spam.

You can also land on a pre-filtered list:

• A specific customer: in a conversation's details, click the number next to Conversations to see only that customer's conversations.
• IP address: in a conversation's details, click an IP address and choose Show conversations from this IP. Helpful when you want to trace all conversations from one person or one office.
• Needs attention: clicking Waiting for a human on the dashboard shows only conversations waiting for an agent.

Each of these filters appears as a label above the list and can be removed with a single click.

Searching

The Search field above the list finds conversations by the customer's name or email address. Type at least 2 characters.

To search the content of messages across all conversations, press Ctrl + K (Cmd + K on macOS) or click Advanced search next to the search field. The advanced search lets you narrow results by date range, customer, who wrote the message (AI or the customer), and conversation status.

To search within a single conversation:

1. Open it.
2. Press Ctrl + F or click the magnifying glass icon.
3. Type a phrase (at least 2 characters).

In the results, you move between matching messages using the up and down arrows.

What's next

When you find a conversation of interest, open it and review it as described in Conversation details.