# Quick reference

This page provides a quick reference for common statuses, workflows, and shortcuts in Conversations.

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## Agent statuses

Agent statuses can be of **2 types** based on their activity or workload:

1. **Default** (Available, Busy, Away, and Offline)
2. **Custom** (Idle, Under capacity, Ringing, and more)

| Available | Busy | Away | Offline |
| --- | --- | --- | --- |
| Idle | Agents are automatically set to this status when they do not have assigned conversations. |
| Under capacity | Agents are automatically set to this status when they can take on more conversations than they have assigned to them. |
| Busy | Agents are busy and cannot receive new conversations. |
| Full capacity | Agents are automatically set to this status when their workload is equal to their capacity. |
| In a call | Agents are automatically set to this status when they are on a call. |
| Ringing | Agents are automatically set to this status when they are receiving a call. |
| Wrap-up | Agents are automatically set to this status when they are wrapping up a call. |
| Away | Agents are logged in but not available to receive conversations. Mostly used for short breaks. |
| Offline | Agents are signed out. |

Supervisors can [set custom statuses](https://www.infobip.com/docs/conversations/conversations-setup/basic-settings#agent-statuses) based on their contact center setup and needs.

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## Conversation statuses

There are **four** possible conversation statuses:

| Status | Color | Description |
| --- | --- | --- |
| **Open** | Green | Conversation is active and being handled by an agent. |
| **Waiting** | Orange | Conversation is on hold waiting for customer response or external action. |
| **Solved** | Purple | Conversation has been resolved but not yet closed. Can be reopened if customer replies. |
| **Closed** | Grey | Conversation is fully closed and moved to history. Cannot be reopened. |

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## Priority levels

| Priority | Description |
| --- | --- |
| **High** | Urgent conversations requiring immediate attention. |
| **Normal** | Standard priority conversations (default). |
| **Low** | Non-urgent conversations that can be handled when time permits. |

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## Search shortcuts

### Global search operators [#global-search-operators-search-shortcuts]

- **`+`** - AND operation (both terms must be present)
- **`|`** - OR operation (either term can be present)
- **`-`** - Excludes the term (negation)
- **`" "`** - Exact phrase search
- **`( )`** - Grouping for precedence
- **`~`** - Fuzzy search (allows typos)

### Keyboard shortcuts for filtering [#keyboard-shortcuts-for-filtering-search-shortcuts]

- Type **`#`** to launch the autocomplete tool for filters
- **`Tab`** to autocomplete the selected value
- **`Arrow Up`** and **`Arrow Down`** to navigate suggestions
- **`Enter`** to confirm the filter selection
- **`ESC`** to cancel autocomplete

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## Common workflows

### Starting your shift [#starting-your-shift-common-workflows]

1. Log in to Conversations.
2. Set your status to **Available**.
3. Enable sound and browser notifications.
4. Review conversations in **My Work**.

### Handling a conversation [#handling-a-conversation-common-workflows]

1. Select a conversation from **My Work**.
2. Review customer context and history.
3. Send your response.
4. Update conversation status if needed.
5. Add internal notes for team members.

### Ending your shift [#ending-your-shift-common-workflows]

1. Resolve or reassign active conversations.
2. Add notes for pending conversations.
3. Set your status to **Offline**.
4. Log out of the system.

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## Message length limits by channel

| Channel | Characters |
| --- | --- |
| SMS | 160 |
| WhatsApp | 3000 |
| Viber | 1000 |
| Messenger | 2000 |
| LINE | 5000 |
| Live Chat | 4096 |
| Instagram | 1000 |
| Telegram | 1000 |
| RCS | 1000 |

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## Quick tips

- **Use templates** - Access templates by typing `/` in the message box
- **Internal notes** - Click **Internal** in the bottom right corner to write notes for your team
- **Assign to me** - Quickly assign conversations from **All Work** by selecting them and clicking **Assign To Me**
- **Filter conversations** - Use the filter icon or type `#` for quick filtering
- **Dark mode** - Toggle with the sun/moon icon in the upper right corner
- **AI assistant** - Use AI features for summaries, suggested replies, and translations
- **Macros** - Automate repetitive tasks by applying macros to conversations