Know exactly which conversation to handle next
A new Current Conversations view brings all your live conversations into one place, and floats the customers who've waited longest for a reply to the top.
When you’re handling several conversations at once, it’s easy to lose track of who is still waiting on you. The new Current Conversations view keeps every live conversation you’re handling in one place and makes it obvious what needs your attention first.
All your live conversations, in one place
A single click on the new toolbar button opens Current Conversations: every active conversation you’re handling, messaging and email alike, in one list, without digging through Genesys.
See who’s waiting for a reply
Each conversation shows who spoke last at a glance, Awaiting reply when the customer is waiting on you, Replied when you’ve already answered, or Bot replied. A colored accent deepens the longer a customer has been waiting, tuned to the pace of each channel, so a conversation that’s been sitting too long stands out before it becomes a problem.
Longest-waiting first
By default the list works as a triage view: the customer who has waited longest for a reply sits at the top, so you always know who to help next. Prefer to see the newest activity first? A single toggle switches the order and remembers your choice.
A live count, always in view
The toolbar button carries a small badge showing how many conversations have new messages waiting. It updates live, so you can tell there’s something to handle without opening anything.