Managing New Customer Requests

The New Requests section in Widgion's Contact Center is where incoming customer requests appear. It gives your team a central place to monitor new support requests, see their current status, identify the channel they came from, and check whether an agent has been assigned.

Each request is displayed with relevant information, including the visitor, last active time, ticket status, assigned agent, communication channel, and conversation topic. This helps your team identify incoming requests and keep track of those that need attention.

Accessing New Requests

To view incoming customer requests, log in to your Widgion workspace and select Contact Center from the left sidebar. Then select the New Requests tab at the top of the Contact Center page. Any incoming requests available to your workspace will appear in the request list.

If there are no incoming requests, Widgion displays an empty inbox message indicating that all incoming customer requests will appear there. You can also start a conversation or add a new client to get started.

Understanding Request Information

The New Requests table displays important details about each customer request. The Visitor column identifies the person who submitted the request and may include a ticket reference and an initial message. Last Active shows when the request was last active, while Ticket Status indicates its current state. The Agent column shows the team member handling the request or displays Unassigned if no agent has been assigned.

The Channel column identifies where the request originated, such as Web Chat, WhatsApp, or Email, while Topic displays the conversation subject. Together, these details help your team understand where requests are coming from and which ones may require attention.

Filtering Customer Requests

Use the Filters button at the top-right of the New Requests page to narrow down the requests displayed. The filter panel allows you to filter by ticket status, communication channel, and date range. Available ticket statuses include New, Open, Pending, Resolved, and Closed. You can also select Reopened tickets only to focus on requests that have been reopened.

Under Channels, you can filter requests from Web Chat, Web Voice, Phone Call, WhatsApp, Instagram, Messenger, Email, Gmail, or Slack. You can also specify a start and end date using the From and To fields to find requests within a particular period.

Managing Request Notifications

Select My Notifications at the top of the New Requests page to open your notification preferences. This panel lets you choose how you want to receive alerts for different support events, using the available options such as system notifications, email, and Slack DM where supported.

The notification preferences shown include alerts for Human Support Requested (Live Chat Escalation), Conversation SLA Warning (Overdue Response), AI Is Actively Responding Alert, and New Ticket Assigned To Personal Queue. You can enable or disable the available notification methods for each event, depending on how you want to be alerted.

Keeping Track of Incoming Requests

Regularly reviewing the New Requests section helps your team stay aware of incoming customer enquiries and their progress. Use the ticket status, assigned agent, channel, and last active information to identify requests that need attention and keep your support inbox organized.