New conversation

Learn how new live chat conversations appear for agents and admins before the first agent response.

Use the New conversation inbox to find incoming live chat messages that still need a first agent response.

How conversations appear in the inbox

A conversation stays in New conversation until an agent replies. Automatic replies do not move the conversation out of this section.
New messages from unassigned conversations appear in every agent’s New conversation section.
New messages from assigned conversations appear only in the assigned agent’s New conversation section.

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Visibility by role
Agents see new conversations assigned to their team, plus unassigned conversations. Admins see all new conversations that have not received a first response, regardless of team assignment.

Updated 11 days ago