Live Support & Team Inbox Management3 min read
Navigating Live Chat Tabs & Conversation Filters
Filter chats across New, Escalated, Soft Close, Ongoing, and Resolved views.
Overview
The Live Inbox unifies customer inquiries across Web Chat, WhatsApp, Instagram, Messenger, and Email into organized status tabs.
📍Exact Buttons / Menus in Dashboard
NewEscalatedSoft CloseOngoingResolvedSearch CHT-1001, email or text...
Step-by-Step Instructions
1Filtering by Conversation Tab
Click top list tabs: [New] (unassigned incoming chats), [Escalated] (AI-flagged complex queries), [Soft Close] (chats pending customer feedback), [Ongoing] (chats currently assigned to you), and [Resolved] (completed chats).
🎯Exact Tabs: [New], [Escalated], [Soft Close], [Ongoing], [Resolved]
2Searching Customer Conversations
Type customer names, phone numbers, email addresses, or chat ticket IDs (e.g. CHT-10001001) into the search bar to locate specific chats.
🎯Exact Search Field: [Search CHT-1001, email or text...]
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