List and filters

The conversation list is the default view of the Conversations tab. It shows the most recent conversations, sorted by the most recently active. Each row contains basic information that lets you quickly get a sense of what the conversation was about.

Columns in the list

• Customer: name (if the customer introduced themselves) or session identifier.
• Start date: when the conversation began.
• Last message: a snippet of the most recent message.
• Message count: how many messages were exchanged in total.
• Status: whether the conversation is active, needs support, or has been closed.
• Sales stage: if you use sales mode.
• Assigned agent: who from your team is handling it (if anyone).
• Rating: whether the customer gave a thumbs up or thumbs down.

Filters

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

• All: shows all conversations.
• Active: only those where the customer recently wrote something.
• Inactive: conversations where the customer hasn't come back for a while.
• Needs support: conversations waiting to be taken over by an agent.
• Positively rated: conversations where the customer gave a thumbs up.
• Negatively rated: conversations with a thumbs down. This is where to look for material to improve your knowledge base.

You can also narrow the list by:

• Date range: conversations started within a selected time period.
• A specific customer: if the customer previously left contact details.
• IP address: helpful when you want to trace all conversations from one person or one office.

Searching by content

The full-text search works within a single conversation, not globally across the list. To search the content of a specific 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 "previous" and "next" buttons.

What's next

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