The Conversation List behaves just like the text messaging app on your smartphone. Conversations with the most recent activity float to the top of the list, and will indicate whether the Conversation has been responded to, resolved, or how long the contact has been waiting for a response.
You can click on any Conversation to see what’s been said between your team and the contact and review any Whispers (internal notes) that have been sent amongst your team.
If you have multiple Departments, your Conversations 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. If you are on the Pro plan or above, you'll also have the option of a Unified Inbox view, through which you can view all Conversations from all Departments in one queue.
Watch the tutorial video on the Conversation List here.
Watch the tutorial video on Messaging Basics here.