🪪Contact card, Conversation information and Conversation actions

Next to the Conversation panel are displayed a Contact card, Conversation information, and Conversation actions.

1. Main contact details - name, e-mail, and phone number.

2. A Contact toolbar:

• New dialog - this feature allows agents to initiate contact (write/call) with new customers (For more details - New dialog).

The option is available only if there is a channel from which you can write to a new client first (to do this, you need to activate the Can write first to a new client option in the Inbox settings).

For Inboxes with the Call and Email conversation types, this option is enabled by default.

• Edit contact

• Merge contacts - allows you to combine two contacts into one. For example, if the same client contacted you from different messengers. When merging, the second contact will be deleted and both conversations will be displayed for the first contact.

• View Contact

1. Assigned agent - an agent that is assigned to a conversation. Choose the appropriate option from the drop-down list to assign a conversation to another or no agent.

2. Assigned team - a team that is assigned to a conversation. Choose the appropriate option from the drop-down list to assign a conversation to another or no team.

3. Conversation labels. A conversation can have 1, several, or no labels attached.

1. Conversation information - a section with existing conversation attributes and the ability to assign new ones. In addition to custom attributes, this section displays the system attributes of a conversation:

• Priority is a parameter that is taken into account when queuing a conversation. The lower the value, the higher the Priority of a conversation.

A Priority is set when a conversation is created with a default value of 5. If necessary, a user can manually change the Priority of the conversation.

The priority is considered only when placing the Conversation in the queue. If the Conversation is already queued, adjusting its Priority has no effect.

Depending on the Priority of the Conversation, it is queued above those Conversations with a lower Priority, but below those with the same or higher Priority.

• Subpriority is a parameter that is taken into account when re-queuing a conversation. The lower the parament's value, the higher the priority of a conversation. The Sub-priority is higher than the Priority. Users cannot change the subpriority.

The default value of the Conversation Sub-priority is 0, which is automatically increased if an agent rejects or fails to accept an assigned Conversation within the Alerting Timeout.

The Sub-priority is considered only when placing the conversation in a queue. If the conversation is already queued, adjusting its Sub-priority has no effect.

If the value of a Conversation Sub-priority is >0, such Conversation is queued above Conversations, with a lower Sub-priority. The Priority value is ignored.

If the value of a Conversation sub-priority is =0, such Conversation is queued below Conversations with a Sub-priority value >0 and, depending on the value of the Priority parameter. It is queued above Conversations with a lower Priority.

1. Contact attributes - a section with existing contact attributes and the ability to assign new ones. In addition to custom attributes, this section displays the system attributes of the contact:

• Language - a customer interaction language selected in the chatbot or set by an agent.

1. Conversations - a section with a list of all conversations of this contact within other channels.

2. Macros - a section with a list of all macros available for use by the user. To send a macro, click the Run button.