Control Center
The Conversations List
Find, search, and navigate the conversations assigned to you.
The left panel shows every conversation currently assigned to you or that you've been invited into.
What Each Conversation Card Shows
- Customer name and avatar
- Last message preview — a snippet of the most recent message
- Time — how long ago the last activity happened
- Unread badge — count of messages you haven't seen
- Channel icon — message icon for chats, phone icon for voice calls
Note: If a customer is calling right now, the card shows an Incoming call marker instead of a message preview.
Searching Conversations
- Click the search bar at the top of the conversations list.
- Type a name or keyword — the list filters as you type.
- Click the X button to clear the search and return to the full list.
Opening a Conversation
Click any conversation card to open it in the main area. The selected conversation is highlighted so you always know which one you're working in.
Empty State
If no conversations are assigned to you and nothing matches your search, the list shows: "No conversations found." New conversations will appear automatically as they're escalated or assigned.