Navigating the Active Conversations Dashboard


Open the Navigation Pane

  • Click Live Chat


When you are Away

  • The dashboard is divided into three panes: 

    • Chat Queue and Assignment Management Pane

    • Individual Chats Pane

    • Suggested Content Pane

  • You can:

    • View conversations being managed by other agents in the Chat Queue.

    • Click on a conversation and view it in the middle Individual Chats Pane.

    • You cannot interact with users while you are away.


When you are Available

  • The dashboard is divided into the same three panes:

    • Chat Queue and Assignment Management Pane

    • Individual Chats Pane

    • Suggested Content Pane

  • You can: 

    • View and interact with conversations in the Chat Queue;

    • Click on a conversation and view it in the middle Individual Chats Pane and send messages to users;

    • Interact with suggested content as it is generated.