⭐ Bulk actions in the chat list

Why did we build this? Managing conversations in Poli used to be a manual, repetitive task: to forward, mark, tag, or close chats, operators and supervisors had to open each conversation individually and perform the action one by one. During shift changes, agent absences, or volume spikes, this consumed valuable minutes and increased the risk of conversations going unanswered.

What changed? The New Interface now features a bulk selection mode in the chat list. With it, you can select multiple conversations at once and perform actions in batch — without opening any of them individually.

How to activate: Hover over a contact's avatar in the list — a checkbox appears in place of the photo. Click to select. You can also right-click on any conversation and choose "Select contact" from the context menu.

When the first conversation is selected, an action bar appears at the top of the list with the selected conversations counter and the "Bulk actions" menu.

Available actions:

• Forward chat — redistribute multiple conversations at once to another agent or department. After selecting the recipient and confirming, forwarding is processed in batch with a real-time progress indicator.
• Mark as read — clear unread badges from multiple conversations simultaneously.
• Mark as unread — flag conversations that need attention without having to open each one.
• Add label — apply one or more tags to all selected conversations at once, with search and multi-select for labels.
• Close chat — close multiple conversations simultaneously, without filling out an individual wrap-up form for each.

Important behaviors:

• The limit is 50 conversations per operation. When you try to select the 51st, a warning is shown.
• During selection, new incoming messages do not reorder the list — the order stays frozen so you don't lose track of what you're selecting. A banner shows how many new conversations are waiting, and when you exit selection mode everything updates.
• If an action is in progress and you try to close the browser, an alert warns you that the process may be interrupted.
• At the end of each operation, a toast informs the result: full success, partial success (with how many failed), or error.
  
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