How to View Active Dialogs in Client Card?

Viewing active dialogs allows instantly seeing unclosed requests and quickly getting conversation context directly from the client card. Now you can quickly determine which channels have active requests without going to the full communication history.

When Needed

  • You need to quickly find active dialogs of a client.
  • You need to see conversation context without opening the full dialog.
  • You need to determine which channels have unclosed requests.
  • You want to quickly respond to an active client request.

What's Important to Know

  • Active dialog — unclosed request (chat or ticket) in a specific channel.
  • Activity indicator — green dot near the channel icon that shows presence of active dialogs.
  • Dialog preview — window with last messages that opens when clicking on an active channel.
  • Support for all channels — functionality works for all communication channels (Telegram, WhatsApp, Widget, Email, etc.).

Prerequisites

  • You are logged in with operator or supervisor rights.
  • You have a client card open in the operator panel.
  • You have access to the OperatorLine module.

Step-by-Step Instructions

1. Open Client Card

  1. In the OperatorLine module, find the client for whom you need to view active dialogs.
  2. Open the client card (usually by clicking on the client name or through the right details panel).
  3. In the client card, find the "Channels" section.

2. Find Activity Indicators

  1. Look at the "Channels" block — a green dot (activity indicator) appears near channel icons with active dialogs.
  2. Hover over the indicator to see the number of active dialogs in this channel.
  3. Channels without active dialogs do not have an indicator.

3. View Active Dialog Preview

  1. Click on a channel with an activity indicator (green dot).
  2. Under client information, a preview window appears with last messages from the active dialog.
  3. Scroll the preview window content to view earlier messages and get full conversation context.
  4. The preview displays:
    • Last messages from the dialog.
    • Information about senders (client or operator).
    • Message sending time.

4. Go to Full Dialog

  1. After viewing the preview, if you need to open the full dialog or reply to the client.
  2. Under the preview window, click the "Go to Dialog" button.
  3. The system opens the full interface of the corresponding chat or ticket.
  4. You can view the full conversation history and reply to the client.

5. Working with Inactive Channels

  1. Clicking on a channel without an activity indicator does not trigger the preview window.
  2. Standard behavior is preserved (for example, opening communication history or other actions).

What Happens After

You have complete information about active dialogs:

  • You can instantly see which channels have active requests.
  • You can quickly familiarize yourself with conversation context without going to the full dialog.
  • You can quickly open the full dialog to reply to the client.
  • You save time searching for active dialogs in communication history.

How to Verify It Worked

  • Check that activity indicators (green dots) display near channels with active dialogs.
  • Check that clicking on an active channel opens the preview window with messages.
  • Check that the preview displays last messages from the dialog.
  • Check that the "Go to Dialog" button works and opens the full chat or ticket interface.

Important Notes

  • ⚡ Time Saving: This feature significantly saves time searching for active dialogs (saving ~30-60 seconds per client), especially for clients with many communication channels.
  • 👁️ Instant Visualization: Green indicators allow instantly determining where there are active requests without needing to view the entire history.
  • 📝 Quick Context: Message preview allows quickly understanding the essence of the request without opening the full dialog.
  • 🎯 Improved Efficiency: The ability to quickly see active requests and get context seamlessly improves operator work efficiency.
  • 🔄 Support for All Channels: Functionality works for all communication channels, including Telegram, WhatsApp, Widget, Email, and others.