All Chats
The All Chats screen provides supervisors and administrators with a comprehensive view of all chat conversations across the organization, including both open and closed chats.
Permission RequiredThis is a high-privilege screen that requires supervisor or administrator permissions to access. Contact your administrator if you need access to this feature.
Accessing All Chats
The All Chats screen displays a paginated list of all chat conversations that match your selected filters. By default, the screen shows chats that are currently open with an agent.
View All Chats
Access the All Chats screen to view and filter chat conversations across your organization.
Steps:
- Navigate to the Supervisor section in the main menu.
- Click All Chats to open the screen.
- The screen loads with Open with Agent chats displayed by default.
Result: The All Chats table displays showing chat conversations that match the default filter.
Filtering Chats
Use the filter panel to narrow down the chat list based on various criteria. The active filter count is shown as a badge on the Filter button, and each applied filter also appears as a removable chip above the table.
Open and Close the Filter Panel
Show or hide the slide-over filter panel.
Steps:
- Click the Filter button in the toolbar to open the filter panel.
- Select your desired filter options.
- Close the panel with its × button, by clicking outside it, or by pressing Esc.
Apply Filters
Filter the chat list based on your selected criteria.
Steps:
- Click the Filter button to open the panel.
- Select values for one or more filters (see Available Filters below).
- Click Apply filters to apply your selections.
Result: The chat table refreshes to show only conversations matching your filter criteria. Each applied filter appears as a chip above the table; click a chip's × to remove it, or Clear all to reset them.
Available Filters
The following filters are available to help you find specific chats:
Understanding the Chat Table
The chat table displays key information about each conversation. You can customize which columns are visible and sort by various criteria.
Table Columns
Understanding the information displayed in each column.
| Column | Description |
|---|---|
| Name | The customer's name or identifier, with badges for starred, unread, or snoozed chats. Always visible. |
| Location | The customer's location or address information. |
| Chat Tags | Manually assigned tags for the chat (if tagging is enabled). |
| AI Tags | AI-generated tags based on chat content analysis. |
| AI CSAT | AI-predicted Customer Satisfaction score for the conversation. |
| Bot | The chatbot that handled or is handling the conversation. |
| Agent | The agent assigned to the chat. Click to sort by agent name. |
| Last Message | The most recent message exchanged on this chat, in either direction. Click to sort. |
| Outbound | The date and time of the last message sent by an agent. Click to sort. |
| Inbound | The date and time of the last message received from the customer. Click to sort. |
| Reason Closed | Why the chat was closed (if applicable). Click to sort. |
| Actions | Available actions for the chat (view, open, etc.). |
The Name column shows additional badges to highlight chats that need attention:
- Starred (yellow star): appears whenever the assigned agent has starred the chat, on both open and closed chats.
- Unread (red badge): appears on open chats where the assigned agent has not yet read the customer's latest message.
- Snoozed (moon icon): appears on open chats that the assigned agent has snoozed. Hover for the snooze-until time.
Customize Visible Columns
Choose which columns to display in the chat table.
Steps:
- Click the Columns button in the table header.
- Check or uncheck the columns you want to show or hide.
- Your preferences are automatically saved for future sessions.
Result: The table updates to show only your selected columns.
Sort the Chat List
Sort the chat table by clicking on sortable column headers.
Steps:
- Click on a column header with a sort indicator (Agent, Last Message, Outbound, Inbound, or Reason Closed).
- Click again to toggle between ascending and descending order.
Result: The table re-sorts based on your selection. An arrow indicates the current sort direction.
Additional Features
The All Chats screen includes several additional features to help you work efficiently.
Load More Results
View additional chats beyond the initial results.
Steps:
- Scroll to the bottom of the chat table.
- Click the Load More button to fetch the next batch of results.
Result: Additional chats are appended to the table. The record count updates to show how many chats are displayed out of the total.
Export to CSV
Download the current chat list as a CSV file.
Steps:
- Apply your desired filters to show the chats you want to export.
- Click the Download icon (arrow pointing down) below the table.
Result: A CSV file named "AllChats.csv" downloads containing the visible chat data.