Preview or pick a conversation

You can preview a conversation before picking it.

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)