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Filters

This setting allows you to apply filters based on several criteria as per your preference to filter out the ongoing or historic conversations

What criteria are available to filter out the conversation?

You can use various sets of filters to filter out the conversations. They are;
Filter
Description
Bot
This allows you to filter out the conversations on basis of the bot i.e. if there are multiple bots under one account, you can opt for the bot which you would like to see the conversation
Status
This allows you to filter out the conversations based on the status of the conversation i.e. whether the conversation is open or closed
Assignee
Allows you to filter out the conversations based on whom the conversation is assigned to i.e. whether it is assigned to agent or bot
Status
This allows you to filter out the conversations based on the status of the conversation i.e. whether the conversation is open or closed
Label
Allows you to filter out the conversations based on the labels tagged to them
Rating
Allows you to filter out the conversations based on their CSAT rating
Date
Allows you to filter out the conversations based on the date i.e it can be single date on which the conversation happened or it can be a month during which the conversations happened or custom time frame based on your preference
Keywords
Allows you to filter out the conversations based on the set of keywords used in the conversation
You can select either one filter or a set of filters to filter out the conversations

How do I apply filters?

To apply filters to filter out the conversations, you can follow the following steps;
  • Access the 'Live Chat' screen
  • Click on 'Menu' gear
  • Select the 'Criteria or Filters'
  • Click on 'Apply' to apply the filters
In order to reset the selected filters, you can click on 'Reset'