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 sorting of the All tab is slightly more complex: conversations that have not yet been assigned are always prioritized in this tab. This allows agents to quickly have visibility on chats that have not yet been managed and respond as quickly as possible to customers who have not yet had an answer from your business.
Below the unassigned chats, you will find the chats already assigned to your agents: these are sorted by the date of creation of the message (and not last of the client's message: for this reason, some chats with an older creation date but which have a recent message from the customer may appear in a lower position than chats with a more recent creation date, but doesn't have new messages from the customer).
Finally, in both tabs, you will find the closed chats, also in this case sorted by creation date. 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.