Chat tray
Keep your active conversations visible and spot unread messages, queued work and response timers while you work.
What it is
The chat tray keeps active conversations in the top toolbar. Each tile identifies the visitor and channel and can show unread work, a queue position and a timer. Select a tile to open that conversation.
Who uses it and why
Operators use the tray to move between conversations and see which work needs attention without returning to the floor.
Where to find it
Look along the top toolbar beside the main console buttons. Change your timer display under Settings › Floor › Floor Settings. The website countdown option is under Settings › Chat › General Settings.
How it works
- Select a conversation tile to open its messages and reply area. Selecting the tile that is already open puts the cursor back in the reply area.
- Check the unread and ownership indicators before replying. A conversation you are viewing may belong to another operator.
- Use the tray's overflow controls when more tiles exist than fit in the visible row.
The tray generally puts older assignments first. Assignment to a channel takes precedence over assignment to an operator when both dates are available. Queued items appear after the other conversations and can show queue numbers.
Timers reflect the conversation's state. A chat waiting for your reply and a chat waiting for the visitor's reply have different meanings. Email tickets use their waiting state; a pending email can show time since the operator's last message. A postponed conversation shows a postpone indicator, and a voice conversation can show remaining wrap-up time.
When enabled, a separate service level countdown shows time remaining for an eligible chat assigned to you. Its warning becomes more prominent near the target, then changes to a hit or missed result when that result is available.
Configure it
With Chat, open Floor Settings, change the Local timer options and select Save. These are your display preferences. Powerfront can change the website's Default settings for you.
An administrator with Settings can enable Show service level target count down in Settings › Chat › General Settings. Ask Powerfront to change the underlying operator service level target.
Settings
| Setting | Where | Applies to | Default | Who can change it | What it does |
|---|---|---|---|---|---|
| Show Chat Timer | Settings › Floor › Floor Settings | operator | On | Settings role, Manager role, Chat role, Top Stats role | Shows the attention timer when a visitor message needs a response. |
| Show Visitor Response Timer | Settings › Floor › Floor Settings | operator | On in the console; Off in the editor when no preference is saved | Settings role, Manager role, Chat role, Top Stats role | Shows the timer while you are waiting for a visitor response. |
| Show service level target count down | Settings › Chat › General Settings | website | Off | Settings role | Shows a countdown towards the operator service level target for eligible assigned chats. |
Permissions
| Permission | Lets you |
|---|---|
| Chat | Use chat handling controls in the operator console and access personal Floor Settings. |
| Settings | Configure the website's chat display options in General Settings. |
Limits and good to know
- A timer is not always the total length of a conversation or the time since its last message.
- The service level countdown described here does not appear for email, SMS or voice tiles.
- Hiding a timer does not change routing, capacity or service level calculations.
- Closing the visitor pane and ending the conversation are different actions.
Depends on and works with
+2 more · this feature uses
- Console keyboard shortcutsEnhances
Keyboard navigation can move between chat tiles.
- Floor avatar indicatorsConfigured by
The local timer switches in Floor Settings control the ordinary chat and visitor response timers.
View all connections as a list
This feature uses
- Starting, ending and expiring chatsRequires
Conversation state determines which active chats appear and when they leave the tray.
- Chat queueEnhances
Queued conversations can show their queue positions.
- Service levels and response timersConfigured by
Service level targets determine the eligible chat countdown and hit or missed result.
- Postponing conversationsEnhances
Postponed chats show a postponed indicator in place of their ordinary timer.
- Email ticket handling and statusesEnhances
Email ticket status determines how its waiting timer is displayed.
- Telephone call recovery and wrap-upEnhances
Voice conversations can display their wrap-up countdown.
- Current Chat workspace and panelsRelated
Selecting a chat tile opens its conversation workspace.
- Operator notification soundsConfigured by
Setup Sounds controls whether the operator service level warning is audible.
- Console keyboard shortcutsEnhances
Keyboard navigation can move between chat tiles.
- Floor avatar indicatorsConfigured by
The local timer switches in Floor Settings control the ordinary chat and visitor response timers.
Used by
- Floor avatar indicatorsRelated
The chat tray also shows conversation attention timers outside the floor.
- Current Chat workspace and panelsEnhances
Chat tiles provide a direct way to open the workspace.
- Console keyboard shortcutsEnhances
Tab navigation selects or previews conversations in the chat tray.
- Service levels and response timersRelated
Attention timers help operators identify conversations still waiting for a reply.
FAQ and troubleshooting
Why has a queued chat moved to the end?
The tray places queued items after other conversations. Use the queue number to understand its place in the queue.
Why can I see a tile but no service level countdown?
Check that the website countdown is enabled. It also needs an eligible chat assigned to you with a response target still awaiting a result.
Why did the timer change after a reply or postponement?
Its meaning follows the conversation state. After your reply, it can measure waiting for the visitor. Postponing replaces the ordinary display with a postpone indicator.
How do I reach conversations that do not fit?
Use the tray's overflow controls or the configured keyboard navigation to reach the remaining tiles.