## 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

1. Open **Conversations** in the sidebar.
2. In the **list** (left column) pick a queue: for example, conversations assigned to you, unassigned,
   all, or the ones where you were mentioned.
3. Click a conversation to open it in the **center panel**, where the message history lives.
4. Use the **context panel** (right column) to see the contact's details, attributes, previous
   conversations and the classification actions.
5. 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.

## See also

- [Support overview](/hc/ajuda/articles/conversations-overview-en)
- [Custom filters and saved views](/hc/ajuda/articles/conversations-filtros-e-visoes-en)
- [Assignment, status, priority and labels](/hc/ajuda/articles/conversations-atribuicao-status-prioridade-labels-en)