In the Conversation Tray, you can filter chats by their status and group. In addition, you can add contacts as well as download all the chats you had with your customers.

The filter options are,

• All Contacts: By default, you see the conversation of all the contacts.
• Starred Contact: View the conversation of the contacts that you’ve pinned.
• Unread Contacts: View chats that you haven’t read.

If you want to add a contact using chat, you can click the add contact button.

And if you want to download the conversations, click the download button