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

Conversations
You handle conversations in the form of chats, emails, and calls in the Conversations view.
- Picklist
  - View Conversations in Picklist
  - Pick Conversations
    You can pick conversations from the Picklist or History views, or when you view a conversation with the status of In Queue or Pending.
  - Multiselect
- 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

Picklist

Administrators can define the following for the Picklist view:

To be the default focal view when you open Communication Panel
To show conversations from your active serving queues
To show only conversations from hunt group queues
To allow you to manage multiple conversation with the multiselect feature

Additionally, you can view conversations in the Picklist by using:

The link in the Queuing column (Show queue conversations in Picklist) in the Home view. This shows conversations from a specific queue.
The Filter function. You can specify for example which conversation types you want to see.

The Picklist view only displays conversations in queues that can be picked:


Channel	Auto-allocation	Hunt Group
Email	Yes	Yes
Chat	Yes	No
Phone	No	Yes

Note that email waiting times in picklist do not use schedules.

Note the following when receiving conversations:

You can accept or decline the conversation when it's allocated by the system.
A conversation picked is automatically accepted, no offering screen is shown. If picking is successful, Communication Panel refocuses to the Conversations view and you see the conversation in the My Conversations list. Unsuccessful picking is informed with a toast message.
System-allocated conversations are from queues in auto-allocation mode and picked conversations are either from queues in auto-allocation or hunt group modes.
The auto-answering setting only applies to system allocated or direct conversations.