Chat Folders Overview

All chats that come to the team are separated into the next default folders:

• My
• Open
• Closed Chats
• Bot Chats

The “My” and “Open” Chats

My Chats

The chat folder My is the folder where go all assigned to a particular agent/manager chats either they assigned were assigned by themself or some other agent. Chats stay here until they are closed.

The folder My has the counter showing how many chats are inside it.

Open Chats

When the bot can’t handle a user’s request or a question, it assigns these unhandled chats to the team. The team can find them in the chat folder Open.

As well as the My folder, Open has the counter of chats inside.

The “Closed” and “Bot” Chats

To find these chats, hit the button with three dots next to the “My” and “Open” chats tab