Bot Conversations is the widget where chats first come in/originate. This is the customer providing pertinent information before the chat is placed in the All Open and Unassigned queue.
These are coming in in real-time; the customer is actively entering their information – don’t grab from this queue if you can see the customer actively typing.
However, the exception would be if a chat has been “stuck” in Bot Conversations for an extended period and the customer has left. (i.e. no green dot next to icon).
Available
Not Available (no green dot)
Order Status & Copy of Invoice are two categories/topics the customer can choose for self-help/automated response. Unless the customer has responded & bypassed the required information to end up in All Open and Unassigned, you can disregard these.
Anything in Open and Unassigned is a customer waiting to chat in real-time with an agent.
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