You handle conversations in the form of chats, emails, and calls in the Conversations view.

Conversations are either offered to you directly (auto-allocation queues), or if the picklist feature is enabled, you can pick them from hunt group queues or the Picklist and History views.

The view organizes the conversations as a list. It contains your active and pending conversations listed in order of accepting the conversations as well as any conversations you have opened for viewing from the History or Picklist views.

Depending on your configuration, a timer may also be shown for your active conversations.