Chat Folders
What folders are
Folders group conversations in the left column of Chats. They work like mailboxes: system folders always exist; you can add custom folders for your process (VIP, refunds, partners…).
System folders
| Folder | Typical meaning |
|---|---|
| New | New or waiting for a manager reply |
| Assigned | Already assigned to someone on the team |
| My | Assigned to the current manager |
| Bookmarked | Starred / important dialogs |
| Closed | Finished conversations |
| Spam | Marked as spam |
| All | Every dialog (subject to filters) |
Counts next to folders update as traffic changes.
Default work often starts in New, then moves to My after assignment.
Custom folders
If you have the Folders permission (owners always can):
- Create a folder — name + icon.
- Open a conversation → add it to the folder (attach).
- Remove from folder when the case no longer belongs there.
- Rename, reorder, or delete folders you no longer need.
Custom folders help when system statuses are not enough — for example “Waiting for payment” or “Escalation”.
Bookmarks vs folders
| Tool | Use when |
|---|---|
| Bookmark | Personal “watch this” flag, quick access |
| Custom folder | Shared process label for the whole team |
You can use both on the same dialog.
Tips
Don’t create too many folders — five clear ones beat twenty empty ones.
Close or spam dialogs that should leave New, so the queue stays clean.
Managers without the folders permission can still work in system folders and bookmarks.