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Prioritise conversations
In each inbox, conversations are sorted by the date and time of the last message sent, either from a contact or an agent, i.e. from the conversations with the most recent activity to the oldest. The order of the conversations helps the agents to deal with news first and this reduce waiting times for customers.
Conversation Status
Conversation status filters appear at the top of the inbox to allow the agent to filter and decide the order in which to resolve their conversations.
The open conversation statuses are:
Conversation status filters appear at the top of the inbox to allow the agent to filter and decide the order in which to resolve their conversations.
The open conversation statuses are:
- New: are conversations that represent new activity that has not been read by an agent.
- Pending: conversations with new activity that have been read by an agent but not responded to.
- Replied to: conversations where the most recent message or activity was created by the agent and is awaiting a response from the customer.
When the agent assigned to a conversation with the new status opens the conversation, the status becomes Pending. Once the agent responds to the customer, the conversation becomes answered.
These statuses only apply to open conversations; closed conversations are in a separate tab. The Open tab lists all open conversations, regardless of their status (new, pending, answered).
To keep track of all your conversations and avoid having some at the bottom of the list, it is a good idea to filter by new and pending from time to time. In this way, you can be sure of receiving a reply, and response and resolution times are reduced.
To keep track of all your conversations and avoid having some at the bottom of the list, it is a good idea to filter by new and pending from time to time. In this way, you can be sure of receiving a reply, and response and resolution times are reduced.
Unassigned Conversations
In the case of unassigned conversations, the status does not depend on the assigned agent, because there is no assigned agent.
When an unassigned conversation arrives in the FROGED omnichannel inbox, it appears with a new status. Each agent sees the conversation as new (red) and when opened, it becomes pending (orange). This process repeats for everyone until an agent assigns the conversation.
In the case of unassigned conversations, the status does not depend on the assigned agent, because there is no assigned agent.
When an unassigned conversation arrives in the FROGED omnichannel inbox, it appears with a new status. Each agent sees the conversation as new (red) and when opened, it becomes pending (orange). This process repeats for everyone until an agent assigns the conversation.
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FROGED