# Chat tray

Keep your active conversations visible and spot unread messages, queued work and response timers while you work.

*Release 3.3 · operator*

**Settings › Floor › Floor Settings** · **Settings › Chat › General Settings**

## 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

1. 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.
2. Check the unread and ownership indicators before replying. A conversation you are viewing may belong to another operator.
3. 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

### This feature uses

- **Requires** [Starting, ending and expiring chats](CHAT-001.md): Conversation state determines which active chats appear and when they leave the tray.
- **Configured in** [Service levels and response timers](CHAT-029.md): Service level targets determine the eligible chat countdown and hit or missed result.
- **Configured in** [Operator notification sounds](CON-020.md): Setup Sounds controls whether the operator service level warning is audible.
- **Configured in** [Floor avatar indicators](CON-010.md): The local timer switches in Floor Settings control the ordinary chat and visitor response timers.
- **Works better with** [Chat queue](CHAT-005.md): Queued conversations can show their queue positions.
- **Works better with** [Postponing conversations](CHAT-012.md): Postponed chats show a postponed indicator in place of their ordinary timer.
- **Works better with** [Email ticket handling and statuses](CHN-026.md): Email ticket status determines how its waiting timer is displayed.
- **Works better with** [Telephone call recovery and wrap-up](RTC-015.md): Voice conversations can display their wrap-up countdown.
- **Works better with** [Console keyboard shortcuts](CON-026.md): Keyboard navigation can move between chat tiles.
- **Related** [Current Chat workspace and panels](CON-014.md): Selecting a chat tile opens its conversation workspace.

### Used by

- **Enhances** [Current Chat workspace and panels](CON-014.md): Chat tiles provide a direct way to open the workspace.
- **Enhances** [Console keyboard shortcuts](CON-026.md): Tab navigation selects or previews conversations in the chat tray.
- **Related** [Floor avatar indicators](CON-010.md): The chat tray also shows conversation attention timers outside the floor.
- **Related** [Service levels and response timers](CHAT-029.md): 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.