How to manage and organize conversations in Cloud Chat

When to use this

You are starting to use the Cloud Chat conversations screen and want to understand the available views
You need to create or use filters to find specific conversations
You want to organize your support queue by status, order or custom criteria

About this tutorial

In this article, you will learn how to navigate the conversations section of Cloud Chat: how to view, organize, filter and manage conversations efficiently.

This tutorial shows the agent view of Cloud Chat. Administrators see a similar screen — the biggest difference is that administrators have more items in the left sidebar.

Default sidebar views

The boxes on the left are pre-configured to make viewing easier. As your account setup evolves, more views are added.

In any view, agents only see tickets from the inboxes they have been added to.

"Todas as conversas" (All conversations)

Displays all conversations from all the inboxes you belong to.

"Menções" (Mentions)

Shows the mentions received on any ticket across all inboxes. A mention happens when someone tags you with @ in a private message (also known as an internal note).

"Não atendidas" (Unanswered)

Lists conversations whose last reply came from the customer.

"Tags"

Under the Tags section you see the tags that your workspace administrators decided to make visible.

Assigned tickets / unassigned / others

There are three default views that appear in every inbox of the left-hand menu:

Tickets assigned to you
Unassigned tickets (not assigned to anyone)
All other tickets

Filter and sort the list

Choose which conversation statuses to display

Use the filter button to define which statuses you want to see and in which order.

Choose between Abertas (Open), Resolvidas (Resolved), Pendentes (Pending), Adiadas (Snoozed), Campanha proativa (Proactive campaign), Aguardando resposta (Awaiting reply, from the customer) or Todas (All) conversations.

Choose the order of the conversations

You can also sort the list by atividade (activity), data de criação (creation date), prioridade (priority) or tamanho da resposta pendente (length of the pending reply — conversations whose last message came from the customer).

Custom filters

How to create a custom filter

Click Filtros personalizados (Custom filters) and define the criteria you want
You can combine as many criteria as you need

In the example below we selected open tickets (status) belonging to Ariana Carvalho (assignee):

Save the filter

Once it is set up, apply the filter and save it with a name for future reference.

The new view appears on the left, under the Pastas (Folders) section, below the three default views and above the inboxes.

Notes

To understand the quick filters at the top of the list in detail: How to use quick filters in conversations
To create more elaborate filters (combining multiple criteria): How to create and use conversation filters
To understand what each ticket status means: Ticket statuses