How to monitor conversations and response times from the new Inbox?
Have you ever wanted to know what's happening with your team's conversations, but don't know where to start?
The Conversations Inbox allows you to monitor work status, detect delays, and prioritize critical cases without directly intervening in each chat.
⚠️ IMPORTANT: This feature is currently in Beta and its availability will be progressive.
To understand the basics and the parts that the Conversations Inbox contains, you must first read this article
👀 What key information should you monitor?
From the list of conversations, you can get a quick X-ray of the team's status:
1. Conversation status
Indicates at what point in the flow each chat is:
New: newly entered conversation.
Open: has already been answered.
Reassigned: changed advisor.
Re-entry: the client wrote again.
2. Attention status
Shows you who should act:
Pending advisor→ direct SLA risk.
Pending client→ conversation paused.
Expired→ outside the attention window.
3. Unanswered time semaphore
Advisor's response time (green, yellow, red, maroon according to minutes/hours).
🟢 Green color: The conversation has been 1-3 minutes without a response to the client.
🟠 Orange color: The conversation has been 3 to 10 minutes without a response to the client.
🔴 Red color: The conversation has been +10 minutes without a response to the client.
🟣 Maroon color: The conversation has been more than 24 hours without a response to the client (Expired conversation).
💡What it tells you: where to intervene before the problem escalates.
🚨 How to identify critical conversations?
As a supervisor, you don't need to read everything. You need to see what's important quickly.
You can:
Sort by oldest pending response.
Detect conversations in 🔴 red or 🟣 maroon.
Observe accumulated unread message bubbles.
💡Operational recommendation:
Check 🔴 and 🟣 first, then 🟠. The 🟢 ones can wait.
🔍 How to use basic filters as a supervisor or admin?
Filters are not just for searching, they are for understanding the operation.
Most used filters:
Group→ sales, support, service.
Attention status→ pending advisor, expired.
Platform→ WhatsApp, Facebook, Web.
💡Practical example:
Group = Sales + Pending advisor + 🟠
→ Shows you where to act before losing opportunities.
When and how to reassign a conversation?
Reassign when:
The case does not correspond to a group.
The client needs a specialist.
You consider that it should continue with another agent.
Step by step:
Open the conversation.
Click on Reassign.
Select the agent or group.
Confirm by clicking on the Reassign button.
Recap
You supervise without answering conversations.
You detect SLA risks.
You use statuses and colors to prioritize.
You have global visibility of the team's work.
👉Next step: better organize monitoring using filters and own views.