You can organise your chats by selecting the filter button:
and filter by:
Open or archived
Answered or unanswered
Unassigned or assigned to a specific agent
Open or archived
New messages appear as open.
For conversations that trigger and run through flows, you can set the state they appear in (e.g. users completing the sign-up flow without complication should appear as archived”)
Manually set the state from the conversation window:
Answered or unanswered
All chats are unanswered until a response it give in chat or until the status is manually set to answered:
Just opening chats does not change their answer status – you’ll need to either respond or manually set to answered
Unassigned or assigned to a specific agent
All chats are unassigned until an agent is manually set from the Conversations window:
Campaigns do not change the state of the conversation (i.e. sending a campaign won’t re-open an already closed conversation)