The Conversation List behaves much like the text messaging app on your smartphone, but with filters. You can float the Conversations with the newest activity to the top, or bring up the ones where the contact has waited longest. The list will also indicate whether the Conversation has been responded to, resolved, or how long the contact has been waiting for a response.
You can click into any conversation to see the message history and what’s been said between your organization and the contact. You can also review any Whispers (internal notes) that have been sent amongst your Agents or company.
If you have multiple Departments, your Conversation Histories for each Department will be separated from one another into separate queues. You can toggle between queues using the drop-down menu at the top of the Conversation List.
You'll also have the option of an All departments view, which shows the Conversation Histories from every Department in one queue. To open it, click the dropdown arrow next to your organization's phone number and select All departments. It shows the same preview information as your individual Department queues, plus an indicator of which Department each message is based in. Please note that it shows only the Departments you have access to. This view was previously called the Unified Inbox.
The dropdown arrow at the top of the list switches Departments. Below it, a search box and three menus (Status, Assigned to, Sort by) filter and sort the queue you're in. Click here to read about how to filter your Conversation List.
Watch the tutorial video on the Conversation List here.
Watch the tutorial video on Messaging Basics here.