Attention Queue: unanswered and handed-off items
Three dropdown filters sit above the queue: signal, line and status. The status filter is fixed and disabled, because the queue lists only open records.
The queue is a list of cards, not a table. Each card carries a single chip that joins the reason for the flag with the time the customer has been waiting. Unanswered means nobody replied. Filtering the list leaves the tab counter alone, because that number still counts the whole queue.
Before you start
- Supervision open for your account; otherwise one card replaces the page
- Measurement started; older conversations are never listed
- The WhatsApp line you want listed in the line filter
Step by step
These screens sit inside the Intent AI section. Sign in, open Intent AI; the menu names below are in that section's left menu.
Switch to the Attention Queue tab
Open Conversation Supervision; the Attention Queue tab is already selected. The number beside that tab counts the whole queue, whatever the filters say.
Pick unanswered or handed off in the signal filter
Open the signal dropdown above the list. Choose unanswered, or handed to a person, and narrow the line dropdown beside it when one line is enough.
Confirm the chip on every remaining card
Each remaining card shows the reason you picked plus the waiting time. The end of the quoted message repeats that reason. The bottom line gives the line name and the time of the last customer message.
Result checkIf it did not work
Check these
- A message saying measurement has not started means the queue is only now filling. Leave the page open; conversations older than that date are never listed.
- If the amber band names a line, outgoing messages on that line do not reach our records. Silence cannot be measured there, so do not read a gap in the transcript as an unanswered chat.
- When the warning says the list was capped at 200 records, the row you want may be missing. Narrow by line first, then set the signal again.
Does this step look different in your panel?
We can review the screen and exact error text together.
This guide was checked against the product UI and code inventory on 29 August 2026.
