All connections list

The all connections list displays every one of your brand’s messaging conversations, showing both open and closed conversations for all agents.

Icon Meaning
The status column tells the agent whether a conversation is open or closed.
The bell icon in the status column indicates that an open conversation is overdue.
The green #1 icon in the status column indicates that this is the agent’s first conversation with the consumer.
The blue checkmark in the status column indicates that the consumer is authenticated.
This icon in the all connections list indicates that a conversation is open.
This icon in the status column indicates that the conversation was closed by the agent.
This icon in the status column indicates that a conversation requires urgent attention.
The response time column tells the agent the SLA, or the amount of time remaining until a response is required.
The skill column tells the agent which skill is assigned to the conversation.
The MSC column tells the agent what the Meaningful Connection Score is for each conversation.
A green smiley face in the MSC column indicates a positive score (based on natural language understanding of real time consumer sentiment)
A red frowny face in the MSC column indicates a negative score.

Open Connections

The open connections tab shows all of the conversations assigned to the agent that are currently open and not yet resolved.

Icon Meaning
The status column tells the agent whether a conversation is open or closed.
The bell icon in the status column indicates that an open conversation is overdue.
The green #1 icon in the status column indicates that this is the agent’s first conversation with the consumer.
The blue checkmark in the status column indicates that the consumer is authenticated.
This icon in the status column indicates that the conversation was closed by the agent.
This icon in the status column indicates that a conversation requires urgent attention.
The response time column tells the agent the SLA, or the amount of time remaining until a response is required.

Conversation view

Icon Meaning
The bell icon indicates that an open conversation is overdue.
The green #1 icon indicates that it is the first conversation with the visitor.
The blue checkmark indicates that a customer is authenticated.
The people icon on the open connections/all connections lists indicates that the conversation is in the agent’s queue.
The smiley icon in the bottom left of the chat window allows the agent to send emojis.
Two grey check marks next to a message indicate that it was delivered to the consumer.
When auto-accept is turned off, this icon will appear at the bottom of the screen when the agent has an incoming conversation.
The toolbox icon opens the consumer info widget.
This icon opens the predefined content widget.
This icon opens the conversation summary widget.
This icon opens the engagement history widget.
This icon can be pressed to refresh any widget.