This overview shows all of your conversations. These are the conversations that you have taken from the overview of Your inbox. From this overview, you can directly talk with the customer.
Can I forward a conversation to a colleague?
If you cannot or do not want to answer a question and think that your colleague is more suitable to do so, you can assign the conversation to another user (even if they are offline or not present). You can do this by clicking on the arrow next to the Join Conversation button. You will then have two options: Assign to agent and Assign to team. Once you select one of these options, a list of available users will become visible.
How do I close my conversations?
Once you have finished handling a conversation, you can close it. To close a conversation, open the relevant message and click Close Conversation in the top right corner.
If a customer closes the conversation themselves (for example, by clicking away from the chat widget on the website), a notification Close conversation will appear in the text window.