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Conversation list elements reference

Every element you see on a conversation row in the inbox — avatars, tags, badges, indicators — and what each tells you. Use this when an icon or badge appears that you don't recognize.

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Conversation list elements reference

A conversation row packs a lot of information. This reference covers every element you might see and what it tells you at a glance.

Identity and content

  • Contact circle — The customer’s initials. List rows never show a profile photo
  • Contact name — Customer’s name from CRM — often pulled from the channel they reached you on
  • Subject line — Conversation subject (email subject, or system-generated for chat / voice)
  • Last message preview — Snippet of the most recent message — agent or customer side. An internal comment newer than the last message takes over this slot instead, marked with a note icon and the author’s name, so internal activity is visible from the overview
  • Timestamp — When the last activity occurred

Tags and classification

  • Tags — Every tag on the conversation, as a neutral outline chip. Up to three are shown, then a +N overflow
  • Case badge — Linked to a Case

Topic and metadata tags are drawn identically on a list row — the list does not fetch the tag type, so the red/blue distinction you see in Tag Management and in the conversation itself is not reproduced here. See What are Tags?.

Assignment and ownership

  • Team / agent assignment — Who’s responsible — a team, an individual, or both
  • AI badge — Alia is handling or has handled this conversation

State indicators

  • Status badge — Lifecycle status shown as a colored pill with a text label for Active, Snoozed, Done, or Archived. The inbox list shows the pill only when the row’s status is not already implied by the current tab, such as mixed Alia views or search / merge contexts
  • Selected row rail — A 2px rail on the far left marks the currently selected row; it does not indicate lifecycle status
  • Unread indicator (yellow dot) — Conversation has new, unread messages
  • SLA badge — Risk state from the SLA system, with the live countdown printed on the row: SLA (neutral), At risk (yellow border), Urgent (red border), Breach (solid red). There is no green state
  • Failed delivery marker — A Failed to send pill when the newest customer-visible outbound message failed. On the row it is informational only — a tooltip with the failure detail. The link to the deliverability detail lives on the message inside the conversation, for email and Amazon channels
  • Merged status — This conversation was merged into another one — it is the source, not the survivor
  • Side conversation count — Number of active side conversations
  • Agent presence indicators — Overlapping icon circles showing who is currently present on the conversation. A blue Eye means an agent is viewing the conversation; a green Pencil means an agent is replying or actively typing. Up to three indicators are shown, with a “+N” overflow when more agents are present

Voice-specific elements

For voice channel conversations:

  • Call queue name — Which voice queue the call came through
  • Call status — Where the call is: IVR, Queue, Calling…, In Call, Missed, No answer or Ignored. A completed call shows no badge, and there is no on-hold state. Terminal callback outcomes — Cancelled, No answer, Not returned — appear here instead for a callback
  • Callback badge — A callback has been requested. The gold Callback due badge means the customer is still waiting for a return call — not that the conversation is finished

Supervisor-only

Visible to Team Leads and Owners only:

What you DON’T see by default

A few things deliberately don’t appear on the list (to keep it scannable):

  • Engagement state (pending vs engaged) — not a per-row indicator, and not a filter either; the Pending/Engaged split is on the Right Now matrix on the dashboard
  • Custom field values — visible inside the conversation, not on the list row
  • Internal notes count — the number is not shown, though a newer internal comment does take over the message preview
  • A per-row incident link — a linked incident is visible inside the conversation only

If you find yourself wanting these on the list, that’s typically a sign you need a different filter or a Monitor view, not a list-row addition.

See also

Tags

Reference
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