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Current Chats

Omnichannel Current Chats contains all the existing conversations that have not been deleted.
To see the current chats,
  • Navigate to Administration > Omnichannel > Current Chats
You are required to have View Omnichannel Contact Center permission to access this section. Contact your workspace administrator to grant/revoke this permission.

Omnichannel Current Chat Filters

You can filter through the current chats with any of the following options:
  • Sort by Guest name: To sort the conversations by 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 by department, enter the department name in the Department field, and your conversations are sorted by department.
  • Sort by Status: To sort the conversations by 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

Clear filters

To clear the filters, click on the three dots icon and select Clear filters.

Delete all closed chats

To delete closed chats, click on the three dots icon and select Delete all closed chats. This will delete all the chats that are marked closed by the agents.