The new chat indicator is a small, marked in red, field on the upper right corner of the chat window. It indicates that the chat is new (there are no messages on the agent's side yet). The indicator will stay until the agent opens the chat and replies to it. If there is a number in the indicator, it shows how many messages the customer has sent. The numbers will disappear once the agent opens the chat. The chat with this indicator will be at the top of the chat list.