To prevent agents from getting lost in open queues or hopping between disparate browser tabs, BusinessChat merges conversational context directly with work item tracking.
1. Inbox Conversation View Synchronization
The system establishes a tight bidirectional mirror between the live customer chat thread and your backend Work Items:
Timeline Synchronization: When a Ticket or Task is generated or reopened, the system automatically injects a chronological activity event directly into the agent's inbox conversation view.
Resolution Markers: Moving a work item's status to a terminal Resolved status immediately reflects a marker in the live conversation thread. This ensures any agent picking up the chat sees the work outcome instantly without leaving the inbox interface.
Noise Reduction: Intermediate work item sub-statuses (e.g., changing a ticket from "Under Investigation" to "Awaiting Dev Review") are entirely hidden from the customer conversation view to keep agent chats clear of administrative clutter. These internal shifts do not impact or alter the top-level conversation status.
Incident Side-Panel Logic: From the right-hand panel of an active inbox conversation, users can search for and link the current contact to an active global Incident. However, creating a brand-new Incident cannot be done from the conversation window; it is restricted to admins working directly from the primary Work Items landing dashboard.
2. Standard Workspace Views & Queues
When agents navigate to the Work Items inbox, they land on a comprehensive layout featuring ten pre-built standard views grouped into four specialized sidebar sections. By default, the interface lands directly on Assigned to you so agents find their immediate work without thinking.
A. "Your Work" Section
Assigned to you: Open work items where you are the designated assignee (sorted by Recommended).
SLA Approaching: Open tickets assigned to you where the active SLA risk status is flagged as breached, high-risk, or moderate-risk (sorted by SLA soonest).
Unread: Open items assigned to you that contain unread internal activity feed notifications (sorted by Most active).
Due soon: Open items assigned to you featuring an active user-defined due date falling within the next 48 hours (sorted by Due soonest).
Follow up: Open items assigned to you currently sitting inside the Waiting on Customer parent lifecycle stage (sorted by Most active).
B. "Shared Work" Section
You created: Active items generated by your account that haven't hit a terminal stage yet.
Following: Active items where you are explicitly added to the Participants list.
Your Team(s): Active items currently assigned to any user inside your shared structural teams.
C. "Completed Work" Section
Last 30 days: Displays work items that hit a terminal state (Resolved or Canceled) within the last 30 calendar days where your account was a participant.
D. "Saved Views" Section
Any custom slice of data you build using your workspace filters can be instantly locked into your sidebar.
Adjusting the filter criteria updates the row counts in real-time, but changes only commit when you exit the editor.
Saving a view captures your customized filter pills alongside a personalized view name and emoji.
When editing an existing personal view, selecting Update view replaces your configuration, while Save as new forks the view into a distinct sidebar shortcut.
How to edit a Saved View
To edit a Saved View, follow these steps:
Click the three dots next to the saved view name
Click Edit
From the popup, edit the Saved View name, and filters, determine who can see this view.
Click Save
3. The Work Items Entity Page
Clicking on any ticket, task, or incident card unrolls a dedicated Work Items Entity Page. This workspace page maps critical system metadata, collaboration tools, and platform linkages into a single interface:
Fixed URLs: Every entity page utilizes a fixed, immutable URL based directly on its stable BusinessChat ID, ensuring internal links never break.
Metadata Canvas: The right-hand layout surfaces system properties like Type badges, active SLA countdown clocks, severity indicators, linked session histories, and assignee fields.
Native Context Copying: To make internal handoffs and team communication seamless, the entity header features native one-click copying shortcuts:
Copy ID (e.g., copies TKT-2043).
Copy URL (copies the absolute link to the item).
Copy URL as description (copies a formatted web hyperlink).
Copy content as Markdown (copies the item text formatted as clean markdown, ideal for dropping full ticket summaries straight into developer tracking surfaces).
Multiple work items pages
Agents can open multiple work items at the same time. To do so:
Click the Plus sign from the top of the page
From the All Items tap that will open, click the ticket, task, or incident you want to open. It will open a new page for that work item.
