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. 

    • Related Articles

    • ^Read (Smart Queue)

      To make marking conversations as “read” easier. We’ve enabled users to mark a conversation as “read” in the Smart Queue. The Smart Queue is the left-hand panel in the Chat Window. This feature allows you to select a conversation as read without ...
    • Create a New Conversation with a New or Existing Contact

      You can create a new conversation by doing the following. First, click on the plus icon next to the search bar in the top left of the chat view. You'll be led through a series of dialogue boxes. First, type in the number you wish to chat with. If the ...
    • How to Open a Conversation

      There are multiple ways to go to a specific conversation to start chatting with a candidate: When you are viewing the Deliveries Tab, Messages Tab, Candidates Tab, or Conversation Tab, clicking on a Chat Bubble next to a contact's phone number or ...
    • Day to Day PivotCX Usage

      PivotCX is a great way to interact with your candidates but it can be hard to know where to start. This article covers the standard cadence and workflow of engaging with candidates on a day to day basis. Feel free to reach out to your PivotCX rep ...
    • Chat Command: ^open

      Users can close conversations manually or conversations can close after a predetermined time of inactivity has passed after a response time. If a conversation is closed, the application status cannot be updated. However, even if a conversation has ...