Views

When handling a large volume of conversations with human agents

, you may find it helpful to use views to organize and filter your conversations. Views allow you to segment conversations based on specific conditions and criteria.

Similar to rule conditions, views filter conversations by their properties. Each view is associated with a specific environment

, meaning views created in one environment are not visible in others.

Conditions

Conditions help you filter conversations based on particular properties. Besides the standard conditions shared with rules, views also offer a unique condition:

Conversation status

• Open: Conversations that have an active session which hasn't expired. These can still be answered by a human agent.
• Closed: Conversations that can no longer receive messages. A conversation is closed when its status is resolved, expired, or closed by the user.
• Missed: A conversation is marked as missed when it's closed without receiving responses from either an AI Agent or a Human Agent. Typically, these conversations expire without being addressed.

Create a view

Follow these steps to create a view:

1. Navigate to Live chat.
2. Hover over the Views tab in the left sidebar.
3. Click on the + icon.
4. Provide a name and select an emoji for the view.
5. Choose if the view should be public or private.
6. Under the Conditions section, specify conditions to filter conversations.
7. Click on Create to finalize your new view.