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Overview: Managing conversations in Fogbender

The roster is the list of rooms on the left side of the messaging dashboard for both agents and customers. It’s your central hub for tracking and managing conversations.

#Room States: Resolved vs. Unresolved

Rooms have two primary states—resolved and unresolved—which influence their appearance and priority in the roster:

  • Unresolved rooms:

    • Display a purple dot indicator in the roster and room header
    • Are sorted by “longest unresolved” at the top, prioritizing those who’ve been unresolved (i.e., waited) longest
    • Appear in both Manager and Focused views

  • Resolved rooms:

    • Do not display the purple dot indicator
    • Appear below all unresolved rooms in the Manager view
    • Are hidden from Focused view

Room resolution status is visible and shared across all agents—it is not an individual setting like the unread badge.

Unresolved indicators

#“Unresolve Later” Feature

Rooms can be temporarily resolved using the “Unresolve later” feature. This automatically returns the room to the unresolved state after a set interval. We specifically avoid calling this “snooze” as intervals like “unresolve later—in two weeks” communicate clearly.

Unresolve later

#Room Assignments

Rooms can be either assigned or unassigned:

  • Assigned rooms notify (via unread badges, browser notifications, and email digests) only their assigned agents or agent groups
  • Unassigned rooms notify all agents

Rooms can have multiple assignees, including individual agents and agent groups.

Room assignment

#Roster Views: Manager and Focused

Fogbender offers two roster views:

  • Manager view (default): Shows all rooms (resolved and unresolved)
  • Focused view: Shows only unresolved and unread rooms, helping agents concentrate on active conversations

Focused roster switch

#Roster Sections

Rooms in the roster are organized into several sections:

  • PINNED: Always visible, regardless of resolved or unread status
  • ASSIGNED TO ME: Rooms assigned directly to you or your groups
  • ASSIGNED: Rooms assigned to other agents or groups
  • UNASSIGNED: Rooms with no assignment
  • DIRECT: 1-1 (one-on-one, direct, DM) conversations
  • NEW CUSTOMERS: Triage rooms with no messages (usually new signups)
  • CLOSED: Closed issues

Roster sections

#Searching the Roster

The search feature in the roster is divided into two sections:

  • Room name search: Top half of the search panel.
  • Room history search: Bottom half, for searching within message contents.

Roster search