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.