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.
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).
- 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.