New Conversations (New Tab)

The New tab displays all newly received customer messages that are not yet assigned to any team member or staff.

This view helps ensure every incoming message is noticed and assigned quickly.

Purpose of the New Tab

The New tab is used to:

• View newly received customer messages
• Identify conversations that are not yet assigned
• Assign conversations to yourself or other team members
• Manage incoming workload efficiently

New Tab Overview

In the New tab:

• All conversations are unassigned
• Conversations are sorted by recent activity
• Each conversation shows the customer name, last message, and time received

Opening a New Conversation

To open a conversation:

1. Click on any conversation listed under New
2. The conversation opens in the chat window on the right
3. At this stage, the conversation is still unassigned

You can review the customer’s message before deciding how to assign it.

Assigning a Conversation

At the bottom of the chat window, assignment options are available.

Assign to Me

• Click Assign to Me to take ownership of the conversation
• The conversation moves from New to Mine
• You are now responsible for responding and closing the chat

This is useful when you want to handle the conversation immediately.

Assign to Team or Individual

Next to Assign to Me, click the dropdown icon to assign the conversation to others.

From the Assign to team or individual panel, you can:

• Assign the conversation to a specific team
• Assign it to an individual staff member
• Assign the entire team at once

The list of available teams and users depends on your role and permissions.

Team vs Individual Assignment

• Team assignment

  • Conversation becomes visible to the selected team
  • Any team member can respond based on access rules

• Individual assignment

  • Conversation is assigned directly to one staff member
  • It appears under their Mine tab

Business Admin Capabilities

As a Business Admin, you can:

• View all new incoming conversations
• Assign conversations to any team or staff member
• Monitor and control conversation distribution across the organization

Other roles may have limited assignment options based on permissions.

Best Practices

• Check the New tab frequently
• Assign conversations as soon as possible
• Use Assign to Me for quick handling
• Use team assignment for shared responsibility

What’s Next?

Continue to Responding to Conversations to learn how to reply, use quick actions, and close chats.