If there are Messages coming from channels or categories for which agents are not assigned, then those chats would sit in the Unassigned Messages tab.
The supervisor can see the Unassigned Tab under Messages.
3. Assign Messages
A supervisor/owner can choose to assign a Messages to an available agent or pick it up themselves
If assigned to an agent, then it shows up as a new request for that agent
The agent can click on the Status icon next to the Availability toggle to sort or filter the new chats assigned.
The agent can sort the Messages with the option for ascending (oldest first) or descending (latest first) the Start Time i.e the time when the Messages started.
The default sorting mechanism is Start Time – Descend (latest first)
The agent/supervisor can “Filter By” with attributes like Channel, Email ID, Name and Date.
The agent can select a date from the date picker and the Messages visible would be all the Messages in the date range. Filters are empty by default.
To apply a filter or a sorting rule, the supervisor/agent has to add the rules and click on Apply.
Resetting will clear the filters and change the sorting to default.
Search Users field, you can add email and name details.