Who This Is For / When to Use
Use conversation widgets if your team manages customer communication through chat, SMS, email, or social channels and needs visibility into unread messages, ownership, and response workload.
What Are Conversation Widgets
Conversation widgets are dashboard components that track customer conversations and message activity across all supported communication channels. They help teams prioritize responses, balance assignments, and monitor engagement volume.
Available Conversation Widgets
Message and Conversation Counts
Total Unread Messages – Count of unread messages across all channels.
Total Unread Conversations – Count of conversations with at least one unread message.
Total Unread Conversations (Today) – Unread conversations created today.
Assignment and Ownership
Unread Conversations by Assignee – Unread conversations grouped by assigned user.
Assigned Conversations (Logged-in User) – Conversations assigned to the logged-in user.
Unread Conversations (Logged-in User) – Unread conversations assigned to the logged-in user.
Total Unassigned Conversations – Conversations without an assigned user.
Channel and Distribution Insights
Unread Conversations by Channel – Distribution of unread conversations by channel.
Unassigned Conversations by Channel – Unassigned conversations grouped by channel.
Last Message Distribution by Channels – Distribution of the most recent message across channels.
Engagement Tracking
New Conversations Started (This Week) – New conversations created in the current week.
Conversations Distribution by Assignee – Total conversations grouped by assigned user.
How to Add Conversation Widgets to a Dashboard
Step 1: Open the Dashboard
Navigate to Dashboard from the main menu.
Step 2: Enter Edit Mode or Create a New Dashboard
Click Add Widget on an existing dashboard, or
Create a new dashboard and confirm its name and visibility.
Step 3: Add a Conversation Widget
Click Add Widget.
In the widget selector, expand Conversations.
Select the conversation widget you want to add.
Configure Conversation Widgets
Metric Configuration
Most conversation widgets are pre-configured and require minimal setup. Some widgets allow:
Title customization
Chart type selection
Advanced Settings
You can configure:
Date Property (for example, Last message date)
Date Range Override (dashboard range or custom range)
Conditions (Optional)
Some widgets allow filtering by:
Channel
Assigned user
Viewing Records from Conversation Widgets
Conversation widgets support record-level inspection.
Click a widget value.
A Records table opens showing underlying conversations.
Use pagination to review all records.
You can export records directly from this view if export is enabled.
Practical Use Cases
Customer Support Teams
Monitor unread messages to reduce response time.
Identify overloaded agents using assignee distribution widgets.
Sales Teams
Track new conversations for lead follow-up.
Ensure conversations are assigned and progressing.
Marketing Teams
Measure engagement spikes after campaigns.
Identify which channels generate the most conversations.
Best Practices
Place Total Unread Messages at the top of the dashboard.
Use assignee-based widgets to balance workloads.
Review channel distribution weekly to optimize staffing.
Use dashboard date range controls instead of per-widget overrides when possible.
Common Issues and Fixes
Widget Shows No Data
Confirm conversations exist for the selected date range.
Check that channels are enabled and active.
Counts Seem Incorrect
Verify dashboard date range.
Confirm whether the widget tracks messages or conversations.
FAQs
What are Conversation Widgets?
They are dashboard widgets that track unread messages, conversation volume, assignment, and engagement across channels.
Can I filter conversation widgets by channel or user?
Yes. Some widgets allow filtering by channel or assigned user.
Do these widgets update in real time?
Widgets update automatically based on incoming and updated conversations.
Can I see the actual conversations behind the numbers?
Yes. Clicking a widget opens a Records view with conversation details.
Are conversation widgets available to all users?
Availability depends on user permissions and plan access.
Can I export conversation records?
Yes, if exports are enabled, records can be downloaded from the Records view.