The Conversations area contains visitor chat sessions across Agents in the current workspace. It allows workspace members to inspect what visitors asked, how Agents responded, whether a visitor requested human assistance, and whether a human operator is currently handling the session.
The Conversations page provides workspace-level summary information including:
A Conversation row can include:
A Conversation displaying Needs human has a human-assistance request and is not currently claimed by an operator.
This is an actionable queue state. Open the Conversation to determine what the visitor needs and whether you should claim it.
A Conversation displaying Live currently has a human operator claim. Open the Conversation to see whether the claim belongs to you or another operator.
The Conversation list can identify returning visitors. This can provide useful context when a visitor has interacted with the workspace previously.
Applied Conversation tags can appear directly in the list. Positive or negative satisfaction indicators can also appear when the visitor has provided that feedback.
Select a Conversation row to open its complete thread. The detailed thread provides significantly more context than the list view and should be used before performing live-chat actions.