Live Chat Folders
improved
General
We're announcing some updates to the Live Chat folders to help capture and manage new leads more efficiently.
Updated folders will be introduced for Live Chat:
Unassigned
,
Assigned
,
Closed
, and
All
.
image
These will replace the two former ‘Open’ and ‘Closed’ folders in Live Chat.
  • Unassigned
    - All new incoming messages from contacts will be in this folder
  • Assigned
    - Any conversation that an agent has replied to, that has been manually assigned, or automatically assigned via an Action block in your flows will be in this folder
  • Closed
    - All conversations marked ‘Closed’ by an agent or automation will be moved to this folder
  • All
    - All Live Chat conversations, regardless of status, will be in this folder
Please note: The Action step ‘Mark Conversation as Open’ has been changed to ‘Mark Conversation as Unassigned’ to align with these updates.