How does it work?
The Failed Send Indicators feature makes it easier to identify conversations where the last message was not successfully delivered.
When the last message in a conversation has a failure status, Cloud Chat highlights this conversation visually to facilitate quick action by the team.
Without this type of indication, some issues may occur:
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Failures go unnoticed in the queue
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Delays in responding to the customer
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Need to manually review multiple conversations
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Increased rework in support
With the new indicators, the team can quickly prioritize conversations with errors and reduce response times.
What has been implemented?
When the last message fails, the conversation displays:
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Red sidebar on the conversation card (left side)
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Error icon instead of the sent arrow next to the message preview
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Red badge with "!" replacing the green unread dot
Visual example
Practical example
An agent sends a message to the customer.
The message fails due to connection/channel instability.
In the conversation list, this ticket now appears:
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With a red sidebar on the side
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With an error icon next to the message preview
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With a red warning badge
When a new message is successfully sent, the failure indicators are removed and the conversation returns to the normal behavior.
Common questions
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Does this replace the unread message counter?
For conversations with a failure in the last message, the red warning badge with "!" is prioritized to draw attention to the error.
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Do I need to activate any settings?
No. This improvement is automatically applied to the conversation list experience.
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What should I do when I see a conversation with a red "!"?
Open the conversation, check the failed message, and try to resend or send a new message.
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When does the failure alert stop appearing?
When the last message no longer has a failure status, for example, after a successful resending.