You can change the mode of your queue and see not only the threads to work on, but also your pinned and closed threads using the switch located above your personal queue in the agent WP.
Thread Modes
You can work with threads in three modes:
- Queue – Respond in active threads in your personal queue. You can see the following:
- Your free and occupied sessions
- The list of threads in your personal queue
- The number of the threads in your queue
- For each of the threads, the client’s name (if known), the number of unanswered messages (if any), the text of the last message, the thread channel mark, and the client’s avatar (if any)
- Pinned – Respond in pinned threads. You can see the following:
- The list of your pinned messages
- The number of the pinned messages
- The date when you have scheduled to send the pinned messages
- For each of the pinned messages, its text, the message channel mark, the client’s name and avatar (if any), and the client’s status (whether their thread is active or not).
- Closed – Review the history of closed threads. You can see the following:
- The list of the clients that you have worked with so far. The clients are sorted by the thread closure date (the more recently you work with a client, the higher in the list they are).
- For each of the clients, the client’s name (if known), the date of the last thread you consulted the client on, the text of the first message in the thread, the thread channel mark, and the client’s avatar (if any), and the client’s status (whether their thread is active or not).