Quick reference

This page provides a quick reference for common statuses, workflows, and shortcuts in Conversations.

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Agent statuses

Agent statuses can be of 2 types based on their activity or workload:

1. Default (Available, Busy, Away, and Offline)
2. Custom (Idle, Under capacity, Ringing, and more)

Available	Available	Agents are signed in and available to take on new conversations.
	Idle	Agents are automatically set to this status when they do not have assigned conversations.
	Under capacity	Agents are automatically set to this status when they can take on more conversations than they have assigned to them.
Busy	Busy	Agents are busy and cannot receive new conversations.
	Full capacity	Agents are automatically set to this status when their workload is equal to their capacity.
	In a call	Agents are automatically set to this status when they are on a call.
	Ringing	Agents are automatically set to this status when they are receiving a call.
	Wrap-up	Agents are automatically set to this status when they are wrapping up a call.
Away	Away	Agents are logged in but not available to receive conversations. Mostly used for short breaks.
Offline	Offline	Agents are signed out.

Supervisors can set custom statuses based on their contact center setup and needs.

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Conversation statuses

There are four possible conversation statuses:

Status	Color	Description
Open	Green	Conversation is active and being handled by an agent.
Waiting	Orange	Conversation is on hold waiting for customer response or external action.
Solved	Purple	Conversation has been resolved but not yet closed. Can be reopened if customer replies.
Closed	Grey	Conversation is fully closed and moved to history. Cannot be reopened.

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Priority levels

Priority	Description
High	Urgent conversations requiring immediate attention.
Normal	Standard priority conversations (default).
Low	Non-urgent conversations that can be handled when time permits.

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Search shortcuts

Global search operators

• + - AND operation (both terms must be present)
• | - OR operation (either term can be present)
• - - Excludes the term (negation)
• " " - Exact phrase search
• ( ) - Grouping for precedence
• ~ - Fuzzy search (allows typos)

Keyboard shortcuts for filtering

• Type # to launch the autocomplete tool for filters
• Tab to autocomplete the selected value
• Arrow Up and Arrow Down to navigate suggestions
• Enter to confirm the filter selection
• ESC to cancel autocomplete

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Common workflows

Starting your shift

1. Log in to Conversations.
2. Set your status to Available.
3. Enable sound and browser notifications.
4. Review conversations in My Work.

Handling a conversation

1. Select a conversation from My Work.
2. Review customer context and history.
3. Send your response.
4. Update conversation status if needed.
5. Add internal notes for team members.

Ending your shift

1. Resolve or reassign active conversations.
2. Add notes for pending conversations.
3. Set your status to Offline.
4. Log out of the system.

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Message length limits by channel

Channel	Characters
SMS	160
WhatsApp	3000
Viber	1000
Messenger	2000
LINE	5000
Live Chat	4096
Instagram	1000
Telegram	1000
RCS	1000

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Quick tips

• Use templates - Access templates by typing / in the message box
• Internal notes - Click Internal in the bottom right corner to write notes for your team
• Assign to me - Quickly assign conversations from All Work by selecting them and clicking Assign To Me
• Filter conversations - Use the filter icon or type # for quick filtering
• Dark mode - Toggle with the sun/moon icon in the upper right corner
• AI assistant - Use AI features for summaries, suggested replies, and translations
• Macros - Automate repetitive tasks by applying macros to conversations

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