Why isn't my conversation showing in the smart queue?

Why isn't my conversation showing in the smart queue?

The smart queue is the list of conversations on the left of the chat window.

The Smart Queue shows conversations that are:

  1. engaged
  2. open
  3. likely to be opened
If you scroll through the Smart Queue and don't see a conversation you are looking for, use the search box:

Type the name you are looking for:


Then click on the conversation you want to open:


For more advanced users, please review our Chat Filter Settings article to change what conversations are shown on the Smart Queue. 

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