Supervisors can now take bulk actions on multiple conversations at once by filtering conversations based on key attributes such as queue and status. You can find these new capabilities directly in the All ongoing conversations view within the Copilot Service workspace > Conversations dropdown.

The bulk action workflow includes:

Flexible search options: Filter conversations by using either structured fields or natural language queries.
Result review and validation: Review the list of filtered conversations before proceeding with any action to ensure accuracy and relevance.

Bulk actions include:

Assign to queue: Assign conversations to the appropriate queue based on agent skills or availability. Applicable to persistent and live chat conversations in Open status.
Customer messaging (C2): Send broadcast messages to customers to provide resolution and closure outside of the conversation channel. Available to persistent chat conversations in Open status. Once the message is sent, the conversations move to Waiting status.
Representative notifications: Notify customer service representatives with real-time updates or guidance related to specific conversations. Applicable to active, persistent, and live chat conversations currently assigned to representatives.
Bulk close: Close multiple conversations at once and easily manage inactive threads. Applicable to persistent and live chat conversations irrespective of the status.