Overview
The support screen is split into three areas that work together: the conversation list (with the queues), the conversation panel (messages and composer) and the contact context panel (details, past conversations and actions). Mastering this layout makes support much faster.
Prerequisites
- Access to at least one inbox with conversations.
- An agent or administrator role.
Step by step
- Open Conversations in the sidebar.
- In the list (left column) pick a queue: for example, conversations assigned to you, unassigned, all, or the ones where you were mentioned.
- Click a conversation to open it in the center panel, where the message history lives.
- Use the context panel (right column) to see the contact's details, attributes, previous conversations and the classification actions.
- Switch between conversations from the list without losing context — each one keeps its own state.
Return to the latest message
While reading older messages, use the round double-down-arrow button in the lower corner of the history to reach the latest message. It appears when you move away from the end and disappears near it. Opening a conversation normally still prioritizes the first unread message.
The button follows the history area when the composer changes size. With a keyboard, reach Go to latest message with Tab and activate it with Enter or Space; focus returns to the history. Your system’s reduced-motion preference disables animated scrolling.
Settings & options
- Queues/views: group conversations by criteria (status, assignment, inbox, team). You can save filters as custom views (see the filters and views article).
- Status: without a saved preference, the list opens on Open, keeping resolved conversations out of the operational queue. Choose All, Pending, Resolved or Snoozed when needed — the choice is remembered in your profile for the next visits.
- Sorting: by latest activity, creation or priority.
- Preview: the list shows the sender, a snippet of the last message, the channel, the status and indicators (unread, priority, SLA).
- Context panel: it can be adjusted to show the blocks most useful for your operation.
Use cases
- Work the "assigned to me" queue to focus on what's your responsibility.
- Monitor "unassigned" to pick up new conversations quickly.
- Use the context panel to understand the contact's history before replying.
Tips, limits & best practices
- Start the day with the mentions and unassigned queues so nothing sits idle.
- Save the queues you use most as views to reach them in one click.
- Use the list indicators (unread, priority, SLA) to prioritize.
Troubleshooting
- The list is empty: check the selected filter/queue and your access to the inbox.
- I don't see the context panel: it may be collapsed — expand the right column.
Track bulk operations
Selection retains conversations across loaded pages and identifies each conversation’s inbox. If an inbox cannot be identified, refresh the list and select again. Available agents must be compatible with the selected inboxes; a loading failure is shown in the menu.
After bulk assignment, status or label changes, or deletion, check Bulk operations above the list. Queued confirms receipt of the request. Completed confirms that the changes were applied. The panel separates completed, failed and pending items and explains failures in View results.
You can reload the page and retrieve your recent operations. Assignment is checked again during execution: if an agent leaves an inbox or team, that conversation fails without invalidating other results. Correct the destination and select only conversations that still need the change.
Use Load earlier operations to find operations beyond the first 20, including older requests that need resuming. Refresh keeps the history range you opened up to date. If loading fails, the current list remains available and you can retry from the same point. Switching accounts or users starts that person's own history.
To free the space above the list, use the panel's X (Hide finished operations). Finished operations are hidden only for you, in this account. Queued, running and resumable operations stay visible, and the panel comes back on its own when you start a new operation. To review hidden ones, select conversations and use History in the bulk actions bar, or Show hidden with the panel open. Hide results closes the details of an operation.
When an interrupted execution shows Resume required, choose Resume pending items. Completed items are preserved. If the connection drops before confirmation, check the panel or repeat the same request; its identity is reused during recovery. Other people’s results are not shown in your panel.