What you can do with the LHS panel   

1. See all customer conversations from WhatsApp, Telegram, LINE, WeChat, Business Messaging, Facebook Messenger, and Instagram.
   
2. Quickly find messages that need your reply.
   
3. Keep track of conversations assigned to you or your team.
   
4. Monitor blocked or ended chats.
   
5. View conversations handled by bots.
   

Main tabs and how to use them   

My Conversations

Shows only the chats that are assigned to you or picked up by you.

Available sub-filters:

1. Responded - Displays all chats where you’ve already sent a reply and the chat is still active (not ended).
2. Yet to Respond - Displays chats that are assigned to you or picked up by you, but you have not sent a reply yet.
3. All - Displays all active chats assigned to you or picked up by you, including both responded and yet-to-respond chats.

Unassigned

Displays chats that are not yet assigned to any agent and have not been picked up. These chats are waiting for an agent to take ownership.

Blocked

Displays chats from contacts who are blocked. Blocking may be due to security, spam, or policy reasons.

Ended

Displays chats that are marked as complete. A chat can be ended either manually by an agent or automatically by the system.

All Conversations

Displays every chat in the system, including those assigned to other agents. This view is for team-wide visibility and collaboration.

Available sub-filters:

1. Responded - Displays chats across all agents where a reply has been sent and the chat is still active (not ended).
   
2. Yet to Respond - Displays chats across all agents that are assigned or picked up but have not sent a reply yet.
   
3. All - Displays all active conversation across all agents, including both responded and yet-to-respond chats.
   

Bot Conversations

Displays chats that are currently handled by bots or were previously handled by them. You can view all bot-handled chats or filter by a specific bot. This helps in monitoring, taking over when required, and reviewing bot performance.

 

What information do you see for each conversation?   

Key Details

Key Details

Each conversation row shows key details to help you decide what to handle next:

Data Point	Description
Customer Name	The customer's display name from their profile or contact list.
Channel Icon	Shows the messaging platform (WhatsApp, LINE, Instagram, Telegram, etc.).
Unread Count	Number of unread messages from the customer, helping you prioritize.
Last Message Preview	A short snippet of the latest message to give context.
Timestamp	When the last message was sent or received.
Bot Info	Shows the bot name if the chat was handled by a bot.
Assignment Info	Displays the agent currently assigned (visible on hover or tooltip).
Department	Indicates the department or queue (Sales, Support, Billing) the chat belongs to.

 

Filters and search options   

Channel Filter

On the left side, filter conversations by platform or view all channels.

By default, it shows all platforms.

1. WhatsApp
   
2. Telegram
   
3. LINE
   
4. WeChat
   
5. Business Messaging
   
6. Facebook Messenger
   
7. Instagram
   

You can filter the channels by platform.

Department Filter

Top-left dropdown to filter by your assigned departments.

Search Bar

Search by

1. Customer name
   
2. Text
   
3. Conversation ID
   
4. Assigned agent
   
5. Bot name
   
6. Contact info
   

 

How conversations appear in “My Conversations”   

A chat appears here when:

1. You manually pick it from Unassigned
   
2. It is auto-assigned by routing rules
   
3. A supervisor or admin assigns it to you
   
4. You reply to an unassigned chat (ownership transfers to you)
   

 Common real-time scenarios   

Why conversations might not show in your IM tab   

1. All chats might be picked up by others.
   
2. Filters could be too narrow or misconfigured.
   
3. You might not be assigned to any department.
   

1. Clear filters and reset views.
   
2. Check your status and routing with your admin.
   
3. Ask your supervisor to assign conversations manually for testing.
   

How to expand or collapse the LHS panel   

1. Click the small arrow near the left edge to collapse the panel and get more space for chat.
   
2. Click again to expand and see the full conversation list.
   
3. The system remembers your choice between sessions.
   

Best practices for agents   

1. Start your shift by checking “Yet to Respond” under My Conversations.
   
2. Regularly monitor Unassigned to reduce backlog.
   
3. Close or end conversations that no longer need attention.
   
4. Use channel filters when focusing on specific platforms.
   
5. Set your status to Available when ready to take chats.
   
6. Collapse the LHS panel during complex messages to reduce distractions.
   
7. Clear filters often to ensure you see all relevant conversations.