About:
Echo has some basic indicators in the form of colors dots to help the user determine whether a reply is needed on active conversations. Below are general definitions for the indicators.
Notification Indicators:
Blue Dot:
Conversations with a blue dot show where the seeker has responded and is waiting for your reply.
Blue Heartbeat:
The seeker has an active connection with the chat widget/page.
Yellow Dot/Heartbeat:
Conversations with a yellow dot show where the seeker has navigated away from the chat widget/page or that they’ve been disconnected for a shorter period of time.
Red Dot:
Conversations with a red dot show where the seeker has responded and has been waiting for a reply longer than Echo allows for that channel: 10 minutes for web chat, 1 hour for Facebook Messenger, and between 30 minutes and a day for other channels. It can also mean that the seeker has lost connection with the chat widget.
Red Heartbeat:
The seeker has lost connection with the chat widget/page.