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 Required

This 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:

  1. Navigate to the Supervisor section in the main menu.
  2. Click All Chats to open the screen.
  3. 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 comprehensive filter panel to narrow down the chat list based on various criteria. The active filter count is displayed on the Filter Now button.

Expand and Collapse Filters

Show or hide the filter options panel.

Steps:

  1. Click the dropdown arrow next to the Filter Now button to expand the filter panel.
  2. Select your desired filter options.
  3. Click the dropdown arrow again to collapse the filter panel.

Apply Filters

Filter the chat list based on your selected criteria.

Steps:

  1. Expand the filter panel by clicking the dropdown arrow.
  2. Select values for one or more filters (see Available Filters below).
  3. Click the Filter Now button to apply your selections.

Result: The chat table refreshes to show only conversations matching your filter criteria.

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.

ColumnDescription
NameThe customer's name or identifier. Always visible.
LocationThe customer's location or address information.
Chat TagsManually assigned tags for the chat (if tagging is enabled).
AI TagsAI-generated tags based on chat content analysis.
AI CSATAI-predicted Customer Satisfaction score for the conversation.
BotThe chatbot that handled or is handling the conversation.
AgentThe agent assigned to the chat. Click to sort by agent name.
Last ActiveThe most recent system activity (allocation, transfer, etc.). Click to sort.
OutboundThe date and time of the last message sent by an agent. Click to sort.
InboundThe date and time of the last message received from the customer. Click to sort.
Reason ClosedWhy the chat was closed (if applicable). Click to sort.
ActionsAvailable actions for the chat (view, open, etc.).

Customize Visible Columns

Choose which columns to display in the chat table.

Note
The Name column cannot be hidden as it is required to identify each chat.

Steps:

  1. Click the Columns button in the table header.
  2. Check or uncheck the columns you want to show or hide.
  3. 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:

  1. Click on a column header with a sort indicator (Agent, Last Active, Outbound, Inbound, or Reason Closed).
  2. 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:

  1. Scroll to the bottom of the chat table.
  2. 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:

  1. Apply your desired filters to show the chats you want to export.
  2. Click the Download icon (arrow pointing down) below the table.

Result: A CSV file named "AllChats.csv" downloads containing the visible chat data.

Open Chats
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