The status filters, which previously included All Status, Unassigned, Assigned, and Resolved, have now been moved to a submenu in the Inbox. Instead, there's a new filter called Sort Room that helps you filter chat rooms in more detail.
Sort Room Display
This feature consists of 'Newest' and 'Oldest' sorting options, which help you track new and old chat rooms, making it easier to manage conversations. The sorting options for Supervisor and Agent accounts have different functions. In the following explanation, you'll learn how to manage sorting options for Admin, Supervisor, and Agent accounts. The explanations are as follows:
A. Definition of 'Newest' and 'Oldest' Sorting Options
-
The 'Newest' sorting option displays conversations based on the most recent customer message received. Conversations are automatically sorted by the system, with the most recent message received at the top. This applies to all conversation statuses (Open or Pending) except Resolved.
Expired conversations (if no customer messages have been received within the last 24 hours) remain listed but are moved to the bottom of the list once the expiration time is reached. -
The 'Oldest' sorting room displays conversations based on the oldest customer message at the top of the list. Expired conversations operate similarly to the 'Newest' filter rule, appearing at the bottom of the list once the 24-hour time limit has passed.
B. Differences in 'Newest' and 'Oldest' Sort Room Functions for Each Role
Table Explanation of 'Newest' and 'Oldest' Sort Room Functions for Each Role
| Filter Name | Account Role Name | Filter Function |
| Newest | Admin | Sorts conversations by the newest message across all channels and filters, so they can be addressed promptly. |
| Supervisor | Sorts the newest messages, including when using filters, to identify active conversations and effectively distribute workload. | |
| Agent | Sorts assigned conversations by the most recent message, ensuring agents can respond in a timely manner. | |
| Oldest | Admin | Sorts conversations by the oldest message to identify and resolve long-standing issues. |
| Supervisor | Sorts conversations by the oldest and reassigns them to the relevant Agent if necessary. | |
| Agent | Sorts assigned conversations by the customer's oldest message to avoid missing any conversations, especially in filtered views. |
This explains how to manage Sort Rooms in the Admin, Supervisor, and Agent views.