Chat statuses allow you to easily manage conversations, stay organized, and respond efficiently—whether you're chatting with customers or overseeing your team's activity.
All
The All section includes all types of active chats. It groups them by type, allowing you to view and manage them simultaneously.
It can be used if you're managing different types of conversations simultaneously, such as actively chatting with a customer while supervising another chat handled by a colleague.
My chats
The My chats section contains all active chats assigned to you, including live chats and chats started when your team was offline that you have assigned to yourself. Visit this section if you want to focus on chatting with customers.
Queued
The Queued section displays all customers currently waiting to be connected with an agent.
Chats appear here when all available agents have reached their concurrent chat limit. Each queued chat displays the customer's wait time and includes a preview of their message. Agents can manually pick any chat from the queue, regardless of the order.
Queued chats are automatically assigned to available agents as soon as one of their active chats closes, and they fall below their concurrent chat limit. Chats are assigned based on wait time, with the longest-waiting chats assigned first.
Unassigned
The Unassigned section stores all chats started by customers during your offline hours.
These chats remain in the Unassigned section until an agent manually assigns them to themselves. For example, when you log in and see a chat in the Unassigned section, you can review it and assign it to yourself for follow-up.
When you reply to such chats, the response is sent to the customer's email address and to the website widget on your website. The customer can read the message and reply either from their email inbox or by returning to your website and responding in the website widget.
There are some other cases that may result in a chat landing in the Unassigned section:
All agents log out while a chat is still active.
A chat is currently in the queue, but all agents have logged out.
A chat is currently in the queue, but the customer closed the chat.
Supervised
The Supervised section contains all active chats handled by teammates you supervise. As a supervisor, you can monitor these chats in real time and send private messages that are only visible to other agents or supervisors involved in the chat. These private messages are also saved in the archived chat transcript for reference, but are not visible in the transcript sent to the customer.
Use the Archive section to quickly revisit completed chats and gain a comprehensive understanding of past conversations, including customer details and chat history.
For a more detailed breakdown of the Archive section, see the Archive article.
AI agent: Active chats
The Active chats section shows all conversations your AI agent is currently handling. This provides visibility into ongoing interactions, enables you to monitor real-time activity, and allows you to jump in and take over the conversation when needed.
AI agent: Solved chats
The Solved section lists all solved and closed chats that the AI agent has handled. You can review these chats to track outcomes, spot trends, and see how successful your AI agent was in handling the chat.
Questions?
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