How to filter conversations inside Agent Desktop

How to filter conversations inside Agent Desktop

Browse AI managed and assigned conversations
Last Updated March 10, 2022
Table of Contents

This article shows you how to filter conversation on Tactful’s Agent Desktop, so let’s get started.

Going to Agent Desktop

To go to the Agent Desktop, follow these simple 2-steps:

  • Select your workspace. You’ll be directed to the Dashboard.
  • Then, click on Agent Desktop.

Types of Conversations/Queues 

#1 My Queues 

My queues are all of your conversations with customers, and there are 3 types of them:

• Incoming Conversations
• Live Conversations
• Done Conversations
#2 General Queues

General queues are your fellow agents & bot conversations, and there are 5 types of them:

• Pending/Unassigned
• All Conversations
• Assigned to Agents
• AI Bots
• Unresolved conversations

Incoming Conversations: This’s the default queue where received conversations occur if:

– Your AI couldn’t understand what a customer means.
– Your customers said something specific.
– Your customers chose to talk to an agent from the live chat.

Live Conversations: use it to check the agent’s assigned conversations.
Done Conversations: use it to check the agent’s finished conversations.
Pending/Unassigned: use it to check unanswered customers who requested to talk to an agent.
All Conversations: use it to check all conversations.
Assigned to Agents: use it to check other agents’ assigned conversations.
AI Bots: use it to check the bot’s assigned conversations .
Unresolved conversations: use it to check open and active conversations with agents.

Filtering Conversations

  • Click the down arrow on the left of your screen.
  • Select the queue of the conversation.
Want to learn more?
Was this article helpful?