> 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/layout/managing-conversations/conversation-panel.md).

# Conversation Panel

In the conversation panel, you will see the details as follows:

<figure><img src="https://2848678129-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F3u2I1osIy6mEi07X1z46%2Fuploads%2FIT51a6dMGsL5yZeEuIIr%2Fimage.png?alt=media&amp;token=4f9afae2-59e0-499b-8e2f-2b361c482bb3" alt="" width="437"><figcaption></figcaption></figure>

The conversation panel is divided into two sections:

1. **Top Section:**
   * **The case you have selected to view:** This displays information about the specific case you're currently focusing on within the module.
   * **Bulk actions menu (triple-bar icon):** This icon with three horizontal lines (≡), provides access to options for managing multiple conversations at once according to their specific statuses. \*
   * **Conversation order filter:** This allows you to sort and organize your conversations based on different criteria (e.g., by order received, waiting time). You can adjust the order of your contacts based on the order filter.
     * In the Open section, the conversations can be ordered as follows:
       * Last Message: Newest ➝ Oldest, or Oldest➝ Newest,
       * or select based on the waiting time (stated as "Overtime Waiting"). The order of the conversations will be from the longest waiting time to the shortest.
     * In the Progress section, the conversations can be ordered as follows:
       * Last Message : Newest➝ Oldest, Oldest ➝ Newest
       * Follow-up time: Newest ➝ Oldest, Oldest ➝ Newest
       * Overtime Waiting: Longest ➝ Shortest
       * Unread messages

{% hint style="info" %}
More information regarding Bulk Actions:

* "Administrator," "Supervisor," "Customer Service Representative," "Sales Manager," and "Salesperson" are allowed to transfer bulk conversation events.
* You can only perform bulk actions on 20 conversations at a time.
* The person transferring the conversations will receive a notification of successful and failed conversation transfers.
* The person receiving the conversation transfer will receive a notification of the name of the person transferring the conversations to them, and the number of transferred conversations received.
  {% endhint %}

2. **Contact Details:**
   * **Contact Avatar:** An image representing the person you are conversing with.
   * **Contact Name:** The name of the person you are conversing with.
   * **Channel:** Identifies the channel used for the conversation (e.g., WhatsApp, Instagram, Website Chat).
   * **Time of message receipt:** Shows the timestamp of when you received the latest message in this conversation.
   * **Message preview:** Provides a snippet of the latest message received, giving you a quick glimpse into the conversation's content.
   * **Teammate Name (For Teammate Cases Only):** In the bottom right section, you will see the name and avatar of the teammate who is currently handling the conversation, but only if it is nestled under "Teammate Cases".

<figure><img src="https://2848678129-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F3u2I1osIy6mEi07X1z46%2Fuploads%2FPoab6PU7i0W0NiJGQoDu%2Fimage.png?alt=media&amp;token=df9514dd-a6fd-4ff2-a3a9-ce70412303c8" alt=""><figcaption></figcaption></figure>

{% hint style="info" %}
Avatars are only shown if the channel passes the image data to Omnichat.
{% endhint %}

This conversation panel offers a quick overview of each conversation, letting you:

* Identify the conversation quickly based on the case and contact information.
* Identify if the contact is currently waiting for your response.
* Prioritize conversations based on the order filter settings.
* Perform bulk actions on multiple conversations efficiently depending on the statuses.

## Extra Information

You will be able to see the estimated time a contact has waited for an agent's response by looking at their avatar.

* Dotted orange lines over the avatar: Contact has waited for more than 30 minutes
* Dotted red lines over the avatar: Contact has waited for more than an hour.
* Complete red circle over the avatar: Contact has waited for more than 2 hours.

<div align="center"><figure><img src="https://2848678129-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F3u2I1osIy6mEi07X1z46%2Fuploads%2FXKAK51WdO6TXhnH0VsyY%2Fimage.png?alt=media&amp;token=bd7c16f3-dc68-44de-b523-534b3744eea9" alt="" width="280"><figcaption></figcaption></figure></div>