View Chat List

The chat list shows all active requests as a list for quick search and navigation. This instruction will show how to view the chat list and find the needed request.

When Needed

You need to see all active requests on one screen.
You need to quickly find a specific request.
You want to view requests organized by folders or filters.
You need to assess overall load and number of requests.

What's Important to Know

Chat list — list of all requests, organized as a list.
Requests can be grouped by folders, statuses, or other criteria.
The list displays basic information about each request (client, channel, status, last message).
The list updates in real time when new messages appear.

Prerequisites

You are logged in with operator rights.
You have navigated to the OperatorLine module via Apps -> OperatorLine.
There are requests in the system to display.

Step-by-Step Instructions

In the OperatorLine module, make sure the "List" or "Queue" view mode is active (if there is a toggle between list and table).
View the request list in the left part of the screen.
Use navigation and filters to find needed requests:
- View requests by folders (when the panel is collapsed, folders are available as icons with counters).
- Use filters by status, topic, operator, etc.
- Use text search if available.
Click on the needed request in the list — a window with conversation history opens on the right.

Search by phone number or email

The "Search in current folder" field finds a client's dialogs by phone number written any way: 0671112233, 380671112233, +38 067 111-22-33 — spaces, dashes, brackets and "+" do not get in the way. The search covers the current folder only; look for closed dialogs in the "Closed Dialogs" folder or with global search.

If a number or email finds nothing, under "Nothing found" you see a hint where else to look and a "Write to the client" button (for an email — "Send email"). The button opens the usual outbound message window with the number or address already filled in:

for a number, the list of clients with this number opens right away — pick the client and click "Start Dialog"; if the client is not there yet, tick "Message to a new client" — the number is already in the phone field;
for an email, the window opens in email mode with the address already in "To".

The hint and the button appear only when the instance administrator has turned them on, and only in the "List" view. If extra filter conditions are active, you still get the offer to clear the filters instead.

List Sorting

Change the order of the cards in the "Sorting inquiries" menu above the list.

"By date of last message" — dialogs with recent messages come first. Messages of both the client and the operator count; service records (connection, transfer) and internal notes do not change the order.
"Sort by creation date", "Sort by date of assignment to the operator", "Sort by unread messages" — by the matching attribute.
"Newest at top" / "Newest at bottom" — the direction for the chosen item.

Note. The list loads in portions as you scroll, and the portions are chosen by the time of the last client message. So a dialog where the operator has just replied but the client wrote long ago may reach its place only after you scroll down.

The "N min" in a dialog row does not affect the order. What it counts from is set by an administrator: Configure timers, step "Timer in the Dialog List".

What Happens After

You see all active requests as a list and can quickly find the needed request. This helps effectively manage load and quickly respond to new messages.

How to Verify It Worked

Check that the request list displays in the left part of the screen.
Make sure you see current requests.
Check that clicking on a request opens the dialog on the right.

Other Ways

You can change the sorting order of requests — see "List Sorting" above.
Use filters to display only certain types of requests.
Switch to table view for more detailed request analysis.