Callbell's chat management module is divided into two main tabs: All and My chats. The way in which chats are sorted within the two tabs is different:
- In the My chats tab, the conversations are sorted by the last message received from the customer: this allows a simple management by each agent of the conversations already assigned. This sorting is similar to the experience of any messaging app, with the difference that chats are not shown at the top when a new message is sent (like WhatsApp) but only based on the last message received by the customer.
- The ordering of the All tab can be customized from the drop-down menu on the side of the search bar and can be of two types: if you opt for the Unassigned first option, you will prioritize the unassigned chats and this will allow you to quickly have visibility on the chats that have not yet been handled and respond as quickly as possible to customers who have not yet received a response. In case you opt for the Newest option, you will prioritize the chats that have the most recent messages from customers, similar to the logic applied in the My Chats tab.
Finally, in both tabs, you will find the closed chats. The ability to close chats helps agents keep their workflow organized by focusing on chats that are still open. We remind you that a closed chat is reopened when the customer sends a new message.