Order and colouring of the conversation's cards
Overview
When you select a queue from the conversations screen, you access the list of all conversations stored in that queue.
Depending on your permissions, as an agent, you might not be able to see conversations assigned to somebody else - this does not apply to users that have an Administrator role.
Depending on the channel of the conversation, the inbound messages will display as:
Blue - SMS
Green - WhatsApp
Orange - Webchat
Purple - Viber
Dark Blue - Messenger
Also messages that use Typeform Integrations will appear as black.
Order and colouring of the conversations
The conversations are displayed in the queue in the following order (from top to bottom):
- All unanswered conversations (where the last message is inbound) are placed at the top of the list and marked in orange. This group is further divided into:
- Conversations that just entered the queue (Top)
- Conversation that did not just enter the queue. (Bottom)
- All the answered conversations (Last message is outbound), are instead placed below the unanswered conversations group. Answered conversations group is further divided into:
- Conversations that just entered the queue. (Top & Blue)
- Conversations that did not just enter the queue. (Bottom and Transparent)
Conversations that have just entered the queue are those where the last action was a queue change. (For example, if a conversation enters the queue and after that an outbound message is sent, that conversation is no longer considered as just entered the queue)
Related Articles
Conversations screen overview
Overview Thanks to the conversations screen, you and your team can easily keep track, organise and interact with the conversations that are taking place with your contacts. From here you can: Monitor all your conversations and take action when ...Conversations screen elements
Overview When you are on the Conversations screen and you select a queue, the list of conversations stored into it is displayed on the left side of the screen. Selected Conversation Once the queue is selected, clicking on a conversation cards will ...Move the conversation to another queue
Overview To access the Conversation Settings, click the three dots at the top of the Conversation screen. From here you can: Move the conversation to another queue. Set a status against the conversation. Add customer's phone numbers or other channel ...How to set a conversation's Status
Overview When you set the status of a conversation, it will be marked on the conversation. In addition, from the Insights screen, you can check how many conversations are open per status. Insights (webio.com). To set manually a status for a ...Action Panels
Overview When you open a conversation in the Conversations screen, the Action Panels (on the top right side of the screen), provide you with tools and information to maximize your team's productivity and streamline the way the conversation is ...