Create and manage agents

When a visitor starts a new conversation with your team, your agents will see it in their Unassigned conversations tab. From there, they will be able to assign, forward or close it. When a conversation is assigned, it moves to the Live tab, and if it’s closed, it goes directly into the Conversations archive.  Read more below! 

What does the Unassigned conversations tab look like?

When your agents log into their accounts, the first thing they’ll see in their main dashboard is the Unassigned conversations tab. Simply put, this is what the conversation flow in Paldesk looks like:

Step 1. A new message sent to your team goes to the Unassigned conversation tab, where your agents can assign, forward or close them.

Image 1. Unassigned conversations tab general

Step 2. Once assigned, a conversation moves to an agent’s Live tab and stays there until the conversation has been concluded. While the conversation is open in live, agents can add notes, send predefined answers and links or transcripts, depending on context.

Step 3. When a conversation is closed, it moves to the Conversations tab, an archive where all closed conversations are visible.

Here’s a video showing you how agents can manage conversations in their Unassigned tab:

Video 1. Managing conversations in the Unassigned conversations tab. 

And that’s what the Unassigned conversations tab looks like in Paldesk! You can easily assign, forward or close multiple conversations from your dashboard, and start working on new conversations instantly. If you come across any issues, reach out to us via live chat at paldesk.com or email us at support@paldesk.com. We’ll be more than happy to help you understand and navigate the app!