This section displays all the conversations that have not been assigned yet.

An unassigned conversation is created when all your teams or agents are offline or busy. It will sit at the top of your Unassigned conversation list and wait for you to open it and reply.

Reply to Unassigned Conversations

To reply, you need to:

Go to the Unassigned section, and choose a conversation from the list on the left.
Click on the Assign button to assign an agent or team to the conversation. The conversation will move to the My Inbox section on the list. From this moment, the unassigned conversation acts like a regular conversation.
Now, the agent or team will send the reply like they usually do.