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:
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.