Conversationsbeginner

Conversation list elements reference

Every element you see on a conversation row in the inbox — avatars, tags, badges, indicators — and what each tells you. Use this when an icon or badge appears that you don't recognize.

3 min read

Conversation list elements reference

A conversation row packs a lot of information. This reference covers every element you might see and what it tells you at a glance.

Identity and content

  • Contact avatar — Profile image or initials of the customer
  • Contact name — Customer’s name from CRM — often pulled from the channel they reached you on
  • Subject line — Conversation subject (email subject, or system-generated for chat / voice)
  • Last message preview — Snippet of the most recent message — agent or customer side
  • Timestamp — When the last activity occurred

Tags and classification

  • Topic tags (red) — What the conversation is about (returns, billing, technical issue)
  • Metadata tags (blue) — What’s notable about it (VIP, escalated, follow-up needed)
  • Case badge — Linked to a Case

See What are Tags? for the red/blue distinction.

Assignment and ownership

  • Team / agent assignment — Who’s responsible — a team, an individual, or both
  • AI badge — Alia is handling or has handled this conversation

State indicators

  • Unread indicator (yellow dot) — Conversation has new, unread messages
  • SLA priority badge — Risk state from the SLA system — green / yellow / red / breached
  • Merged status — This conversation was merged from others
  • Side conversation count — Number of active side conversations

Voice-specific elements

For voice channel conversations:

  • Call queue name — Which voice queue the call came through
  • Call status — Current state — ringing, in progress, on hold, etc.
  • Callback badge — A callback has been requested

Supervisor-only

Visible to Team Leads and Owners only:

What you DON’T see by default

A few things deliberately don’t appear on the list (to keep it scannable):

  • Engagement state (pending vs engaged) — not shown as a per-row indicator; filter the list to find pending conversations instead
  • Custom field values — visible inside the conversation, not on the list row
  • Internal notes count — internal collaboration is invisible from the list
  • Linked incidents — visible inside the conversation, not on the row
  • Specific SLA timer remaining — only the priority badge color shows; click in for the exact time

If you find yourself wanting these on the list, that’s typically a sign you need a different filter or a Monitor view, not a list-row addition.

See also

Tags

Reference
Back to Conversations