Overview

Two parts of the messaging workspace can be arranged to suit each agent. Both are saved per browser, so your layout follows you on that computer and never changes anyone else's view.

• The agent dashboard (/dashboard, and the same cards on the Inbox "waiting for chats" screen)
• The right panel of a conversation (Contact tab)

Going to the full dashboard and back

On the Inbox "Waiting for chats" screen, choose Open full dashboard. The full dashboard shows a Back to Waiting for chats button at the top, so you can return to where you were in one click. Your browser's Back button works too.

Rearranging dashboard cards

1. Grab any card by its header strip (the top edge of the card) and drag it where you want it. You do not need to enter Customize mode.

2. A blue line shows where the card will land. Drop on the upper half of a card to put yours before it, or the lower half to put yours after it. To make a card last, drop it on the lower half of the last card, or on the Drop here to move to the end bar that appears while you drag.

3. To move a card with the keyboard, focus its header and press the Up or Down arrow.

4. Use Add widget to bring back a card you hid. Use Customize to show, hide, or reorder cards from a list.

Hiding a card

Hover a card and choose the X in its header. The tooltip reads Hide from view. An Undo bar appears for a few seconds. Hidden cards are listed under Add widget with a count, and one click brings a card back.

Card size, color, and topic

Open the dots (Card options) on a card's header to change that card only:

• Size: Compact, Standard, Large, or Extra large. Larger cards give charts more room, so there is less scrolling.
• Color: pick one of six colors, or Default to go back to the card's own color. Colors are chosen to stay easy to read in light and dark mode.
• Topic: type a topic name (for example "Coaching") or pick an existing one.

To change every card at once, choose Arrange at the top, then pick a size under Make all cards the same size.

Grouping cards by topic

1. Choose Arrange, then turn on Group cards by topic. Cards appear in sections with a heading.

2. Choose Tidy: put same-topic cards together to reorder cards so each topic sits in one run, without turning on sections.

3. Drag a card into another section and it joins that topic. While dragging, each section shows a Drop here to add to bar at its end.

Trends on your cards

Open conversations, Resolved, Average handle time, and Chats shadowed now show a small trend line (one point per day) and a total for the period. Use Trends at the top to switch between the last 7, 14, or 30 days. The choice is remembered on that browser. Managers who shadow chats also see how many conversations they shadowed on the open conversations card.

Icons and colors on dashboard cards

Each card has a colored top edge and a small icon next to its title. To change either for every card:

1. Open your name or avatar in the bottom-left corner, then Profile Settings (/profile).

2. On the Preferences tab, find Icons on dashboard cards and Colored dashboard cards.

3. Turn either one off. The change applies right away, with no reload.

Both are on by default. Turning off colored cards gives plain neutral cards. The setting is saved per browser.

Collapsing and restoring the inbox list

On the Inbox, the small arrow on the divider collapses the conversation list. When it is collapsed, a labeled Show inbox button appears at the top left of the page. Choose it to bring the list back. You can also double-click the divider to reset the list to its default width.

Rearranging the right panel in a conversation

The Contact tab has five sections: Contact Information, Conversation Details, Visitor Info, AI Summary, and Contact Timeline.

• Drag: hover a section header, grab the six-dot grip, and drop it above or below another section. A blue line shows where it will land.
• Menu: open the three-dot menu on a section header and choose Move up or Move down. This is the easiest way on a touch screen.
• Keyboard: focus a section's handle and press Alt plus the Up or Down arrow. Press Enter or Space to open the section menu (which includes section color).
• Color: right-click a section (or use its menu) to tint it.

Your order is remembered on that browser.

Troubleshooting

My layout reset on a different computer. Layouts are saved per browser, so set it up once on each computer you use.

A card I expect is missing. Some cards only appear when the feature is on for your plan (for example NPS, Live Visitors, or Revenue). Ask your admin if a feature is missing. Also check Add widget in case you hid it.

The trend line is empty. A trend needs at least two days of data. Choose a longer range under Trends.

I cleared my browser data and lost my layout. The layout lives in browser storage, so clearing site data resets it to the default.