Chat Statuses

Chat statuses allow you to easily manage conversations, stay organized, and respond efficiently—whether you're chatting with customers or overseeing your team's activity.

All

The All section includes all types of active chats assigned to you. It groups them by type, allowing you to view and manage them side by side.

 It can be used if you’re managing different types of conversations simultaneously, such as actively chatting with a customer while supervising another chat handled by a colleague.

My chats

The My Chats section holds all the active chats assigned to you, including live chats and chats started when your team was offline, which you assigned to yourself. Visit this section if you want to focus on chatting with customers.

Queued

The Queued section displays all customers currently waiting to be connected with an agent.

Chats appear here when all available agents have reached their concurrent chat limit, or when the Manual selection assignment mode is enabled for the group where the chat originated. Each queued chat shows how long the customer has been waiting and includes a preview of their message. Agents can manually pick any chat from the queue, regardless of the order.

For groups with the Auto Assignment option enabled, queued chats are automatically assigned to available agents as soon as one of their active chats closes and they fall below their concurrent chat limit. Chats are assigned based on wait time, with the longest-waiting chats assigned first.

Unassigned

The Unassigned section stores all chats started by customers during your offline hours. 

These chats remain in the Unassigned section until an agent manually assigns them to themselves. For example, when you log in and see a chat in the Unassigned section, you can review it and assign it to yourself for follow-up. When you reply to such chats, the response gets sent to the customer’s email address and the Chat widget on your website. The customer can either read the message and send a reply in their email inbox or they can get back to your website, read the message in the Chat widget, and reply there.

There are some other cases that may result in a chat landing in the Unassigned section:

• All agents log out while a chat is still active.

• A chat is currently in the queue, but all agents have logged out.

• A chat is currently in the queue, but the customer closed the chat.

• A chat is transferred to a group, but there are no logged-in agents and/or accepting chats agents in this group.

Supervised

The Supervised section contains all active chats handled by teammates you supervise. As a supervisor, you can monitor these chats in real time and send private messages that are only visible to other agents or supervisors involved in the chat. These private messages are also saved in the archived chat transcript for reference, but are not visible in the transcript sent to the customer.