Creating views

By default on the live chat screen, you have the following views:

  • You - Chats assigned to you.

  • Assigned - Chats currently in progress.

  • Unassigned - No agent is assigned to the chat.

  • Closed - Historically closed chats.

  • SLA breached - Chats whose SLAs are breached

If you want to create your own view based on your criteria, to keep track of certain chats follow these steps:

  • On the live chat screen, click ' + views'

  • Give the view a name

  • Define your filter criteria by adding conditions

  • Click 'Create view'


  • All views are static and are not refreshed in real time.

  • To see the updated chats, refresh the page.

  • Views created are accessible to all users.

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