Team board
The team board shows every chat for a number as a card, in four columns by status. It's a quick way to see what's waiting, who's busy and what's been parked. Click Team board in the sidebar, under Conversations.
What are the columns?
| Column | Means |
|---|---|
| Open | Needs a reply from the team |
| Waiting on customer | Waiting for the customer to answer |
| On hold | Parked for later |
| Resolved | Done. A new message reopens it. |
Each column shows how many chats are in it. More about each status in Assigning chats and statuses.
What's on each card?
- The customer's name or number, and how long ago they last wrote.
- An unread count, if there are new messages.
- A preview of the last message.
- Flags: Overdue (past the reply deadline), Bot (a chatbot flow is talking to them), Blocked, and any labels.
- Who it's assigned to, or Unassigned.
Click a card to open the chat in the inbox.
How do I change a chat's status from the board?
Drag the card to another column. You'll see Moved to and the new status.
On a phone or tablet, or if you'd rather not drag, use the Move to… menu at the bottom of the card.
How do I see one person's chats?
Use the chips above the board:
- Everyone: all chats.
- Mine: chats assigned to you.
- Unassigned: chats nobody has taken. The number shows how many aren't resolved yet.
- A team member's name: their chats. The number next to it is how many open, waiting and on-hold chats they have, which is a quick view of their workload.
Why does a column say "+12 more in the inbox"?
Each column shows the 50 most recent chats. The count at the top includes all of them. To see the rest, use the inbox with the matching status filter.
Can I assign chats from the board?
Not directly. Click the card to open the chat, then choose a person from the assign menu at the top. See Assigning chats.
Who can use the team board?
Everyone on the team, including agents.
Does the board update by itself?
Yes. Cards move and appear as chats change, without reloading the page.