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Read this page to find your own queue, and to work it in a sensible order.

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Your queue

Open Inbox. The left pane is the conversation list. Everything on this page happens in that pane.
The inbox list header

The list header: the open and closed segment, the search box, and the views button.

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Open and closed

The segment at the top has two positions.
  • Open holds every conversation that still waits for somebody.
  • Closed holds the conversations your team finished.
You work in Open. Go to Closed only to find a conversation again.

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Views

Views is a menu under the search box. As an Agent you see two entries:
The views menu

The views menu.

A Manager or an Admin also sees All, and each person under Teammates. If you do not see those entries, your role does not include them. That is correct, and not a fault.

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Unread is yours alone

Unread is counted for each person. A conversation is unread for you until you open it. Your unread rows are bold and carry a dot. A teammate who reads the same thread does not clear it for you. So an unread row is always work you have not seen, never work somebody else already saw.
The conversation list

The conversation list. Unread rows are bold.

Use the search box to find a customer by name. Type at least two characters. Search reads contacts and messages. Search is a mode, not a filter. The results ignore the view, and they ignore the open and closed segment. A customer you remember by name is often in neither of them. Press Escape to leave the search and return to your view.
Search is the fastest way to answer “did we already talk to this person?”. Type the name, not the phone number.

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Live and Reconnecting

The header shows Live when the connection to new traffic is up. It shows Reconnecting… when the connection drops. Reconnecting… is not a lost message. New messages still arrive after the connection comes back. If it stays that way for minutes, tell your manager.

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An order that works

Each morning, work the queue in this order:
1

Mine, unread first

Open Views, select Mine. Answer your own unread rows. These are customers who already wait for you.
2

Then Unassigned

Select Unassigned. These conversations have nobody. Some of them are conversations Kai handed over. Take what you can answer.
3

Then Mine again, read rows

Go back to Mine. Read the threads with no unread dot and close the ones that are finished.
For every control in the list, see The inbox.

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Practice

  1. Open Views and switch between Mine and Unassigned. Count the rows in each.
  2. Select Closed, then Open again. Confirm that your unread rows are still bold.
  3. Type two letters of a customer’s name in the search box. Open a result, then press Escape.

Take and hand over a conversation

Take a conversation nobody holds, and give one to a teammate.