When managing conversations in Chatwoot, sorting helps prioritize and organize messages efficiently. There are four available sorting options: Latest Activity, Creation Time, Priority, and Pending Response. Each sorting method serves a specific purpose in streamlining communication.
Sorting by Latest Activity
Sorting by latest activity ensures that conversations with the most recent interactions appear at the top. This means:
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The conversation with the latest activity (such as a new message or update) will be listed first.
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Older, less active conversations will be positioned further down.
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This option is useful for staying engaged with the most recent and active discussions.
Sorting by Creation Time
Sorting by creation time organizes conversations based on when they were initiated. When sorted by the latest created attribute:
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The most recently created conversation appears at the top.
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Older conversations are pushed further down.
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This method helps prioritize older conversations that may need attention first.
Sorting by Priority
Sorting by priority helps focus on the most critical conversations first. However, not all conversations will have a priority assigned. The sorting hierarchy is as follows:
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Urgent conversations appear at the top.
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Followed by higher priority conversations.
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Then, medium priority conversations.
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Lower priority conversations are listed next.
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Conversations without a priority assigned are placed at the end.
This sorting method is ideal for ensuring that high-priority issues are addressed promptly.
Sorting by Pending Response
Some conversations may be waiting for a response from an agent. Sorting by pending response arranges conversations based on wait time:
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Conversations that have been waiting the longest will appear at the top.
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Conversations with shorter wait times follow.
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Conversations not waiting for a response are listed at the bottom.
This method is beneficial for handling unattended conversations efficiently and minimizing response delays.