See who's waiting — the chat console is now live
The chat console now updates on its own. New conversations and new messages appear and re-sort to the top in real time, so you no longer have to reload to see what’s happening.
Two new lanes help you spot who needs a human. A green dot shows an end user is on the page right now, a Waiting marker flags anyone still expecting a reply, and small chips explain why a conversation needs attention (for example Handover or Low confidence). Use the Waiting now and Needs attention filters, or the new sort options, to bring those conversations to the front — and watch the live “waiting” and “need attention” counts above the list.
You can also be notified when you step away. Open the bell in the top bar to turn on browser notifications and, if you like, a sound (both off until you enable them). When a conversation needs a human and the tab is in the background, you’ll get an alert; the tab title and icon also show how many conversations are waiting for you, and clear as you open them.
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