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)
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