Has it happened to you that you want to know what's going on with your team's conversations, but you don't know where to start?
The Conversation Inbox allows you to monitor work status, detect delays, and prioritize critical cases without directly intervening in each chat.
⚠️ IMPORTANT: This functionality is currently in Beta and its availability will be progressive.
To understand the basic points and the parts that make up the Conversation Inbox, you must first read this article
👀 What key information should you monitor?
From the conversation list you can get a quick snapshot of your team's status:
1. Conversation status
It indicates at what point in the workflow each chat is located:
New: conversation just entered.
Open: already attended to.
Reassigned: changed advisors.
Re-entry: the customer wrote back.
2. Attention status
It shows you who needs to act:
Pending advisor response → direct SLA risk.
Pending customer → conversation on pause.
Expired → outside service window.
3. Time without response indicator
Time elapsed without advisor response (green, yellow, red, maroon depending on minutes/hours).
🟢 Green color: The conversation has been without a response to the customer for 1-3 minutes.
🟠 Orange color: The conversation has been without a response to the customer for 3 to 10 minutes.
🔴 Red color: The conversation has been without a response to the customer for +10 minutes.
Maroon color: The conversation has been without a response to the customer for more than 24 hours (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:
Review 🔴 and 🟣 first, then 🟠. The 🟢 can wait.
🔍 How to use basic filters as a supervisor or admin?
Filters are not just for searching, they're for understanding operations.
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 doesn't belong to a group.
The customer needs a specialist.
You think it should continue with another agent.
Step by step:
Open the conversation.
Click on Reassign.
Select the agent or group.
Confirm by clicking the Reassign button.
Recap
You supervise without responding to conversations.
You detect SLA risks.
You use statuses and colors to prioritize.
You have global visibility of your team's work.
👉 Next step: organize monitoring better using your own filters and views.