Open conversations

Open conversations

Open conversations

Term Name

Open Conversations


These conversations remain unassigned and are waiting to be picked up by an available agent. They are yet to be allocated to a particular team member for handling or response.


Open conversations refer to conversations not assigned to any specific team member, yet to be allocated to a particular team member for handling or response. Identifying and managing open discussions is crucial for ensuring efficient workflow distribution and timely assignment of conversations to the appropriate agents.

Location & attribution

  • Main metrics card

  • Main metrics card

  • Tag details table.

    • Related Articles

    • How to open conversations in external windows

      Overview At times, it can be beneficial to handle multiple conversations simultaneously. Simpu simplifies this process by allowing you to detach entire conversations and open them in separate external windows. This feature enables you to work on ...
    • New conversations

      New conversations. Purpose Monitor a number of new incoming messages within a specific time frame. Example use case: The presence of numerous messages with limited new conversations may indicate excessive back-and-forth in communication, highlighting ...
    • Closed conversations

      Closed conversations Purpose Track conversations that have been closed. Example use case: See how conversations were attended to by checking the tab closed conversations. Definition Conversation segment that do not require any additional actions to ...
    • Total conversations

      Total Conversations Purpose This represents the count or quantity of conversations that have been assigned or attributed to that specific tag. It provides an understanding of the volume or scale of interactions that are relevant to the tag in ...
    • Untagged conversations

      Untagged Conversations Purpose To ensure efficient conversation management, tag conversations appropriately. This allows for better organization, tracking, and analysis of conversations based on their content, purpose, or other relevant factors. ...