The Conversations page includes Search with the prompt Search by agent, question, page URL, or anon id….
Use Search to locate a Conversation based on the Agent involved, visitor question content, originating page, or anonymous visitor identifier.
The All filter removes the live-handoff state restriction and displays Conversations according to the other active Search, tag, and engagement settings.
Select Needs human to focus on Conversations where a visitor requested human assistance and no operator currently owns the Conversation.
The filter displays a count when Conversations are waiting.
Select Live now to focus on Conversations currently claimed by human operators.
The live list is useful for monitoring active human conversations and avoiding duplicate claims.
When a live handoff filter is active, the Conversations page automatically refreshes the relevant Conversation, pagination, and summary information while the browser tab is visible.
This helps the queue stay current without requiring constant manual refreshes.
The default engaged view hides sessions that never received a visitor message. This helps reduce noise from simple widget loads where the visitor did not actually engage.
Select Show all to include every tracked session, including empty or non-engaged sessions.
When empty sessions exist, the interface can show how many additional records are included by switching to Show all.
If Conversation tags exist in the workspace, the page provides an All tags selector. Choose a specific tag to limit the list to Conversations carrying that tag.
Search, handoff state, engagement mode, and tag filtering can operate together. If no Conversations are displayed, inspect every active criterion before assuming the records are missing.
Review the Agent name, preview, page URL, visitor identifier, tags, status badges, message count, and last activity time before opening a thread. These details help distinguish similar visitor sessions.