Preview or pick a conversation

Previewing

To preview a conversation before picking, in Picklist, tap the conversation.

The conversation preview opens and you can see the messages the customer has sent so far.

Picking

To pick a conversation, do one of the following:

in preview, tap Pick,
in Picklist, swipe left on the conversation and tap Pick, or
in Picklist, swipe all the way left on the conversation

Tip: In Picklist, you can pick several conversations by swiping all the way left on them one after another.

Sorting and searching

You can sort Picklist by tapping on and selecting a sorting option:

Picklist

Waiting time is yellow if the warning limit set by your admin has been exceeded and red if the critical limit has been exceeded. Note that configuring a warning or critical limit is optional so you may not see these colors.

Your admin can define if preferred or required agents are used. If the conversation has:

a preferred agent, you'll see a star
a required agent, you'll see a badge

Action menu

To see more details about the conversation, either:

when viewing a conversation, tap the three dots button at the top right corner, or
in Picklist or History, swipe left on the conversation and select More

You'll then be able to select one of the following:

Customer details: shows the customer's information, such as name and email address, if found
You can't edit customer details in the mobile app.
Conversation details: shows information about the conversation, such as the source and destination (queue address) and arrival time
Conversation history: shows previous chat conversations from the customer
To sort the list based on arrival time, tap the arrows icon . To see more chats, swipe down.
Internal notes
Transfer (only when picked)
End chat (only when picked)