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Conversations
You handle conversations in the form of chats, emails, and calls in the Conversations view.
Auto-Allocation
Conversations from the queues that use the auto-allocation mode are offered to you automatically based on their waiting time, your skills, and various other things defined in System Configurator.

Conversations
You handle conversations in the form of chats, emails, and calls in the Conversations view.
- Picklist
- Auto-Allocation
  Conversations from the queues that use the auto-allocation mode are offered to you automatically based on their waiting time, your skills, and various other things defined in System Configurator.
- Hunt Group
- History
  The default History view shows only the conversations where you have been the processor.
- Conversation Details
  The Conversation Details view displays details of one conversation and enables listening to possible recordings in it.
- Save Personal Preferences
  You can save your personal preferred Home, Directory, Picklist, and History view definitions with the My preferences feature.
- Auto-Answering
  When auto-answering is used, the offered conversation is automatically accepted for you; no action by you is needed.
- Simultaneous Conversations
- Reply Templates
  Ready-made reply templates simplify working with chats and emails.
- Internal Notes
- Notification Dot
- Print or Save a Conversation
- Cloud Attachments

Auto-Allocation

Conversations from the queues that use the auto-allocation mode are offered to you automatically based on their waiting time, your skills, and various other things defined in System Configurator.

Prerequisites

To receive an auto-allocated conversation, you must have the status Free which means that:
- You have joined the queue.
- You have the status Ready.
- Your presence profile is of type available.
- You don't have too many active conversations according to the table in Simultaneous Conversations
You must have appropriate capabilities to handle that conversation. For example, if you do not have a microphone, calls are not offered to you.

Receiving Auto-Allocated Conversations

A new incoming conversation is offered to you in the Conversations view, and it is also indicated with an icon and a plus character in the My Conversations list:

If the auto-answering function is in use, you do not need to accept the conversation but it is accepted automatically.