One live overview of everyone who needs you
Conversations now has a Live overview — a single place to see, at a glance, who is waiting and who needs a human, without hunting through the list.
Two lanes sit side by side. Waiting now shows the customers on the page right now still expecting a reply, with a live wait time and a green presence dot. Needs attention ranks the conversations that need a human — most urgent first — each with chips explaining why (for example Handover, Reply failed, or Low confidence) and a badge for its channel. Both lanes update on their own as things change, and each shows a running count so you always know how deep the queues are.
Spot one that needs you and click it — you jump straight into the conversation thread. Use the queue filter to focus on a single queue, and on your phone a simple toggle flips between the two lanes. Find it under Conversations → Live overview.
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