All Conversations - This tab holds all conversations including lobby and all other user created department chats
Pinned chats tab - This tab holds all pinned conversations until these are unpinned.
Overdue tab - This tab holds all live chat requests which were not picked up in the 2 minute live chat request window (Live chat operators have a fixed 2 minutes window to pick up new live chat requests. If none of the available chat operators pick up the live chat request, this conversation will move to this Overdue tab - indicating to operators that as soon as they are available to handle more conversations, they should start clearing the Overdue tab.)
Conversations in this tab will remain here until someone picks them up and processes them (ie: leave them)
Queue tab - The queue tab has 2 functions:
1st of all, all new live chat requests (regardless of chat channel Web or WhatsApp or FB, SMS etc...) enter into this queue and stay there for 2 minutes - together with audio/visual notifications to the logged in operators. If none of the chat operators pick up this request then as above; this conversation will move over to the Overdue tab.
2nd of all, when a live chat operator is in a live chat session but was unable to conclude the conversation for some reason (for example his/her work shift finished or lunch break) this operator has the option to return such conversation(s) back into the queue. Thus allowing other chat operators to pick up the conversation and continue it.
For information: It is important to note that when leaving the live chat session, the operator should uncheck the "Stop live chat checkbox" this will keep the live chat session alive and the conversation returns to the queue. (If the "stop live chat box" remains checked at the time of Leaving the conversation, this conversation will go to the All conversations tab bypassing the queue.
Web tab - The Web tab will hold all Website visitor conversations whether in Chat page or Chat bubble on a website.
All other tabs can be created by the Administrator of the Promptchat account based on Integration channel or Department or Tag. You can create your Custom tabs for the Chatboard in the Chat Tabs Presets Menu.
