You can see how many conversations are waiting on ‘Accept Next Conversation’.
What do the statuses in conversations do?
By default, we have 5 conversation statuses. These are;
- New
- Open
- Pending
- Solved
- Archived
The agent can only change the status of a conversation to Open, Pending and Solved. After a period of time after a conversation has been moved to solved status, it is automatically moved to Archived status and the conversation is archived. This period can be set optionally in Settings.
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