> For the complete documentation index, see [llms.txt](https://docs.omnichat.ai/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.omnichat.ai/en/features/conversation-2.0/collaborative-conversation/additional-logic.md).
# Additional Logic
This section details the additional logic for the Collaborative Conversation feature.
## **Search and Filtering**
* **Filtering Conversation Types:**
* Conversations can be filtered by type: General or Collaborative.
* **Filtering by Status:**
* **Pending:** Sorted by last message time or timeout waiting time.
* **In Progress:** Filtered by conversation category and sorted by last message time or timeout waiting time.
* **Ended:** Filtered by conversation category.
**Handler and Collaborator Information**
* **Conversation List Display (Web):** Hovering over the primary handler's avatar in the conversation list reveals collaborator information.
* **Conversation List Display (Mobile):** Collaborator information is only visible when you click on the dropdown arrow and select "Collaborators" from the menu.\
## **Unread Messages**
* Each customer message generates separate unread notifications for the primary handler and each collaborator.
* **Logic for Unread Indicators:**
* **Team View (Administrators, Managers, Customer Service Managers):** Reading a message in the "Team" section ***does not*** clear unread notifications for other team members.
* **My View (Primary Handlers and Collaborators):** Reading a message clears the *individual's* unread notification. Replying clears the individual's unread notification but *does not* affect others.
## **Push Notifications**
In the "In Progress" collaborative conversations, both the primary handler and all collaborators receive push notifications for new customer messages.
## **Pinning Conversations**
* Both the primary handler and collaborators can pin conversations, and pinned conversations are displayed on an individual (per-account) basis.
* Pinning a conversation by the primary handler *does not* affect other collaborators to have that same conversation pinned.
* General conversations retain their pinned status even if they later become collaborative conversations.
* Pinned status is removed when the conversation ends.
## **Sending and Triggering Messages**
The logic for sending and triggering messages in collaborative conversations is the same as in general and group conversations, with the following supported and unsupported special cases:
* **Supported:** LINE, Facebook, WhatsApp, Instagram, Website Chat, WeChat;
* Real-time/offline messages (all channels);
* Satisfaction surveys (all channels);
* Omnichannel customer journeys (LINE, Facebook, WhatsApp, Instagram);
* Automatic conversation end reminders (LINE, Facebook, WhatsApp, Instagram);
* Shopping cart remarketing cards (LINE, Facebook, WhatsApp);
* LINE LON notification shortcuts (LINE only);
* OMO Live Video (LINE, WhatsApp).
* **Not Supported:**
* Keyword auto-assignment,
* Welcome messages,
* OMO binding success messages/additional messages.
## **Timeout Waiting (for WhatsApp, Messenger, and Instagram)**
The free-messaging window timeout logic is the same to that of general and group conversations. If the last agent response (from *any* collaborator) exceeds the set duration and the contact does not reply, the system automatically ends the conversation.
## **Disabling/Deleting Team Members**
* Disabling a team member in Settings > Teammates removes them from *all* collaborative conversations.
* This action is logged in the "Conversation Status Log" (e.g., "Daphne (User) removed Amy from the collaborative conversation").
* **Scenario Examples:**
* If a collaborative conversation has only one collaborator left, disabling that collaborator converts the conversation to a 1-on-1 conversation.
* If the primary handler is disabled and only one collaborator remains, the conversation becomes a 1-on-1 conversation, and the remaining collaborator becomes the primary handler (not necessarily the earliest added).
## **Displaying Collaborative Conversations (Conversation 1.0)**
Collaborative conversations are **not** visible in the older Conversation 1.0 interface. Administrators looking for collaborative conversations in the team cases while being on Conversation 1.0 will see a message that says: "The old version of Conversations does not support collaborative features. Please use Conversation 2.0 to continue."
