Open Chats
View and supervise all open chats from agents in your related Business Units.
The Open Chats tab displays all currently active chats handled by agents in Business Units that share the same chatbot as your Business Unit. This allows supervisors to monitor agent activity and join chats when needed.
Depending on the messaging channel and business volume, there may be thousands or even tens of thousands of open conversations at any one time. Use the filters to narrow down the list and find specific chats quickly.
Permission RequiredThis screen requires the Supervise Open Chats permission. If you do not see the Open Chats tab, contact your administrator to request access.
Filters
Use filters to narrow down the list of open chats.
Filter by Business Unit
Filter the list to show only chats from agents in specific Business Units.
Steps:
- Click the Filter by Agent Business Unit dropdown.
- Select one or more Business Units from the list.
- Click the Refresh button to apply the filter.
Result: The table updates to show only chats from agents in the selected Business Units.
Filter by Agent
Filter the list to show only chats assigned to specific agents.
Steps:
- Click the Filter by Agent dropdown.
- Search for or select one or more agents from the list.
- Click the Refresh button to apply the filter.
Result: The table updates to show only chats assigned to the selected agents.
Results Table
The results table displays all open chats matching your filter criteria.
Understanding the Results
Each row shows information about an open chat.
| Column | Description |
|---|---|
| Name | The customer's name and avatar. An icon indicates the chat direction: inbound (customer initiated), outbound (agent initiated), or transfer. |
| Location | The customer's country based on available information. |
| Chatbot | The chatbot handling this conversation, shown with its channel icon (e.g., WhatsApp, Messenger). |
| Agent | The agent currently assigned to this chat, shown with their avatar and online status. |
| Last Active | The latest date and time of any system activity on this chat (e.g., allocation or transfer). If the chat is inactive, an "Inactive" badge is displayed. |
| Inbound | The latest date and time a message was received from the customer. |
| Outbound | The latest date and time a message was sent by an agent to the customer. |
| Action | Actions available for this chat, such as the Supervise Chat button. |
Sort Results
Sort the results by clicking on sortable column headers.
Steps:
- Click on the Last Active, Inbound, or Outbound column header to sort by that column.
- Click again to toggle between ascending and descending order.
Result: An arrow indicator shows the current sort direction. The table re-sorts based on your selection.
- Hover over the information icon next to each sortable column header to see what that column measures.
Supervise a Chat
Join an agent's conversation to observe or assist in real-time.
Steps:
- Find the chat you want to supervise in the results table.
- Click the Supervise Chat button in the Action column.
Result: The chat opens in your chat panel, allowing you to view the conversation in real-time.
Refresh and Load More
Refresh the results or load additional chats.
Steps:
- Click the Refresh button to reload the list with your current filters.
- Click the Load More button at the bottom to fetch additional results.
Result: The record count (e.g., "10 of 25") shows how many results are currently displayed out of the total.