About the new conversation indicator in Sparkcentral

If the new conversation indicator is enabled, new conversations appear with an orange dot in the queue.

A conversation is considered new in the following circumstances:

• A message is waiting in the queue for an initial response from an agent.
• A chatbot that has been communicating with a customer sends the conversation to the queue.
• A customer responds to a previously resolved conversation.

As soon as an agent responds to a new conversation, the new conversation indicator disappears.

Agents can enable or disable this feature: Go to Admin settings, expand Queue, select Preferences, and then select the check box under Queue display.