> For the complete documentation index, see [llms.txt](https://docs.taqnyat.sa/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.taqnyat.sa/docs/readme/managing-conversations/conversation-view.md). # Conversation View This page explains how conversations are organized inside the Chats page. LiveChat uses different conversation views to help users manage chats based on assignment, department, queue status, chatbot status, assignment settings, and user permissions. The views available to each user may differ depending on their role, department access, permissions, assignment settings, and enabled services. ### What are conversation views? Conversation views are tabs or filters that organize chats into different groups. Instead of showing all conversations in one place, LiveChat separates them into views so users can quickly find the chats they need to handle or monitor. Common conversation views may include: * My Chats * Queue * Department * Chatbot ### My Chats **My Chats** shows conversations assigned to the logged-in user. Agents usually use this view to manage their active conversations and follow up with customers. A conversation may appear in **My Chats** when: * The chat is assigned to the agent * The agent opens or accepts the chat from the queue * Another user transfers the chat to the agent * The system assigns the chat automatically, if auto-assignment is enabled Use **My Chats** to: * Reply to customers * Continue active conversations * Use fast responses * Send template messages when needed * Close or archive completed chats #### Auto-assignment If auto-assignment is enabled, the system can automatically assign new chats to online agents. The system checks whether an online agent has fewer than 5 open chats in **My Chats**. If the agent has capacity, the chat can be assigned to them automatically. This helps distribute conversations fairly between available agents and reduces the need for manual assignment. For supervisors, auto-assignment depends on the **Accept Chats** setting. By default, this option may be disabled for supervisors so they do not appear as available agents while supervising the team. If a supervisor wants to receive chats automatically, they need to activate **Accept Chats**. Otherwise, the system will not automatically assign chats to them unless they manually open a chat from the queue, reply to it, or transfer a chat to themselves. If an agent can handle more than 5 chats, they can still go to the **Queue**, open a waiting chat, and reply to it. The chat will then be transferred to them. #### Manual assignment If manual assignment is enabled, the system does not automatically transfer chats to agents. In this case, agents can go to the **Queue**, open a waiting chat, and reply to it so the conversation is transferred to them. Manual assignment gives the team more control over who takes each conversation, but it requires agents or supervisors to actively manage the queue. ### Queue **Queue** shows conversations that are waiting and are not assigned to an agent yet. This view helps teams identify new or pending conversations that need to be handled. Users with the required permissions can open a conversation from the queue or assign it to an agent. Use **Queue** to: * View unassigned conversations * Pick up waiting chats * Assign chats to available agents * Make sure customer messages are not missed ### Department **Department** shows ongoing conversations related to the user’s assigned department. Users with supervisor capabilities use the Department view to monitor active conversations and support agents when needed. Supervisors are be able to: * View ongoing conversations in their department * Leave internal notes to guide agents * Transfer a chat from one agent to another * Transfer a chat to another department * Transfer a chat to themselves when needed Use **Department** to: * Monitor department conversations * Follow team activity * Support agents without interrupting the customer conversation * Reassign or transfer chats when needed ### Chat Lifetime and Auto Archive Conversations remain visible in the **Chats** page based on the chat closing settings configured for the account. The system can be configured in one of two ways: * Chats stay open until they are manually closed by an agent or supervisor. * Chats are automatically closed after a selected period of inactivity. When automatic closing is enabled, the inactivity period can usually be configured from **1 hour to 24 hours**. After the selected period passes with no interaction, the conversation is closed automatically and moved to **Archives**. The chat will be labeled as **Timed Out**. A custom timeout message can also be configured to notify the customer before the chat is closed. #### Why Auto Archive is useful Auto Archive helps keep active chats organized and prevents old conversations from staying assigned to unavailable agents. For example, if an agent forgets to close a chat and becomes unavailable, the customer may send a new message later while the chat is still assigned to that agent. In this case: * The chat may remain assigned to the previous agent. * Other agents may not see it in their normal view. * A supervisor may need to transfer the chat to another available agent. * If a chatbot is enabled, the chatbot may not respond because the conversation is still assigned to an agent. For this reason, it is recommended to configure an inactivity period that matches the team’s workflow. This allows chats to be closed and moved to Archives when there is no interaction for the selected time. #### Manual closing option Some teams may prefer to keep all chats open until they are manually closed. This can work well when: * Agents are always available. * Supervisors actively monitor open conversations. * The team has a clear process for transferring chats to available agents. * The use case requires conversations to remain open for longer follow-up. In this setup, agents or supervisors are responsible for closing chats manually when the conversation is completed. ### Chatbot **Chatbot** shows conversations currently handled by the chatbot or conversations that have not yet been transferred to an agent. This view is useful for monitoring chatbot activity and identifying conversations that may need human support. A conversation may appear in **Chatbot** when: * The chatbot is still handling the conversation * The customer has not reached a handover point yet * The conversation has not been transferred to an agent * The bot flow is still active Use **Chatbot** to: * Monitor ongoing chatbot conversations * Review customer interactions with the bot * Identify chats that may need agent support * Follow up when the conversation is transferred from bot to agent Agents can also take over an ongoing chatbot conversation before the customer selects the option to talk to an agent. To take over a chatbot conversation, the agent can open the chat and reply to the customer. Once the agent replies, the conversation will be assigned to that agent and moved to **My Chats**. ### View Access Agents can usually access the main conversation views inside the **Chats** page. However, the **Department** view is mainly available for users with supervisor capabilities. This view allows them to monitor ongoing conversations handled by agents within the department. Chatbot-related views may only appear when the chatbot service is enabled. Some actions inside each view may still depend on the user’s permissions, department access, assignment settings, and enabled services configured from the Portal. ### Next step After understanding the conversation views, continue to the **Open a Conversation** page to learn how to open a customer chat and view its details.