—> Learn how to organize your feed of conversations

The charles conversation tab is build to keep a high volume of income chats manageable by a team of chat agents.

To do so, our filters and ranking lets your organize chats by three dimensions:

• open/archived
• unanswered/answered
• unassigned/assigned to

Open/archived

All chats have “state” that they are currently in

• Incoming chats 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

  

Unanswered/answered

All chats have a “answered status”

• 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