In the New overview, all new conversations are listed. From here you can pick up conversations. How this works is explained below.
After you have picked up a conversation, it will be moved to Your inbox. This is where all new conversations that are not understood by the chatbot or where the customer chooses to speak to an agent come in.
As soon as there is a conversation waiting to be picked up, there is a number behind New. The number is equal to the number of new conversations at that time.
How do I take over a new conversation?
When there is an open conversation ready to be picked up, you can take over the conversation by clicking Join conversation.