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Current Chats

Current Chats contain all the existing conversations that have not been deleted.
To see this menu, navigate to Avatar Menu > Omnichannel > Current Chats
You are required to have the View Omnichannel Contact Center permission in order to access this section. Contact your administrator to grant/revoke access
A list of chats is seen with various filters available.

Omnichannel Current Chat Filters

  • Sort by Guest name: To sort the conversations per Guest/Visitor's name, enter the name in the field provided and your conversations are sorted by visitor name.
  • Sort by agent: To sort the conversations served by an agent, select the agent from the Served By dropdown field
  • Sort by department: To sort the conversations per Department, enter the department name in the Department field, and your conversations are sorted by department.
  • Sort by status: To sort the conversations per Open/Closed Status, choose the desired status from the Status dropdown field, and your conversations are sorted. A conversation can be Open, On Hold or Closed
  • Sort by From and To date: To sort the conversations per From and To date, enter the From and To Date in the field, and your conversations are sorted
  • Sort by tags or custom fields: You can also sort the conversations by Tags or any Custom Fields that you have added to your Live Chat widget user login. Enter the tag/custom field, and your conversations are sorted.
  • Sort by Custom Fields: This lets you sort chats by any custom field created

Clear filters

Clicking on the Kebab menu by the top right lets you Clear the filters applied.
Clear filters

Delete all closed chats

Clicking the Kebab menu on the top right corner reveals where to Delete all closed chats. This will delete all the chats that are marked closed by the agents.
Delete all closed chats