Conversations

Supervise Conversations is a single, live view of every open conversation — including the waiting queue — with real-time metrics, quick actions, and drag-and-drop allocation. It gives supervisors one place to spot the conversations that need attention and act on them without leaving the screen.

Beta

This view is in beta and will replace Open Chats over time. Conversations and agents are limited to the business units you belong to.

The Metrics Strip

A row of tiles across the top summarises the health of your conversations at a glance. These figures cover the full set of conversations that match your business units and any filters you apply — not just the ones currently loaded on screen — and update automatically.

Reading the tiles

Each tile answers a different question about your live conversations.

Choosing What You See

View modes control which conversations appear, filters narrow them down further, and the sort dropdown orders what's left.

Switch view modes

View modes are the main control for what you're looking at. Your last-used mode is remembered between sessions.

Steps:

1. Click a mode button at the top of the list.

Result: The list reloads to show only the conversations for that mode, and the sort resets to that mode's default order.

Filter by business unit or agent

Narrow the list to a specific business unit or agent.

Steps:

1. Click the Filters icon (funnel) next to the mode buttons.
2. Choose a value from the Filter by Business Unit or Filter by Agent control.

Result: The list and the metrics tiles both update to reflect your filters. A dot appears on the Filters icon while any filter is active.

Sort the list

Fine-tune the order of conversations within the current mode.

Steps:

1. Choose an option from the Sort by dropdown, such as Needs Attention, Last Message, Inbound, Outbound, or Agent name.

Reading a Conversation Row

Each row is one conversation, showing the customer, their location, the channel and chatbot, the assigned agent, when it last needed attention, and the time of the last message. A coloured bar down the left edge and a status pill tell you its state at a glance, and the Needs Attention column counts up in real time.

Status pills

The pill in the status column shows where each conversation stands.

Row indicators

Small icons and badges on the customer's name give extra context about the conversation.

Taking Action on a Conversation

Every row offers the same set of actions from its menu. Open a row's menu with the Actions icon (three dots) at the end of the row, or right-click anywhere on the row. Actions that don't apply to a conversation's current state — or that you don't have permission for — appear greyed out.

Supervise a chat

Open a supervision window to watch an agent's live conversation and send private coaching messages.

Steps:

1. Open the row's Actions menu.
2. Select Supervise Chat.

Finish a chat

Close a conversation on behalf of the agent handling it.

Steps:

1. Open the row's Actions menu.
2. Select Finish Chat.
3. Confirm in the dialog.

Transfer or allocate a chat

Move a conversation to another agent, or assign a waiting conversation to one.

Steps:

1. Open the row's Actions menu.
2. Select Transfer Chat for a conversation already with an agent, or Allocate to Agent for a waiting one.
3. Pick the agent from the picker. For waiting conversations the picker is limited to agents who can serve that conversation's business unit.

Stick or unstick a customer

Reserve a customer for a specific agent so future conversations route to them, or remove that reservation.

Steps:

1. Open the row's Actions menu.
2. Select Stick to agent... and choose an agent, or select Unstick to remove an existing reservation.

Live Updates and Navigation

The view keeps itself current and can be driven entirely from the keyboard.

Stay up to date

Conversations refresh automatically while you watch.

Steps:

1. Leave the view open — rows update on their own, and a row briefly flashes when it changes.
2. Watch the Live badge above the list. If updates stop, it changes to show how long ago the last update arrived.
3. When new conversations match, a new chats pill appears at the top of the list — click it to load them.
4. Click Refresh at any time to reload from scratch.

Load more conversations

The list loads a page of conversations at a time. A counter above the list shows how many are loaded out of the total that match.

Steps:

1. Scroll to the bottom of the list.
2. Click Load More to load the next page.

Navigate with the keyboard

Move through conversations and agents without the mouse.

Related Topics

• Open Chats
• Supervisor Guide
• My Supervised Chats
• Agent Details
• Sticky Chat