📤Conversation panel

The Conversation panel is essential for serving a customer and for viewing the history of a customer's inquiries within a conversation.

Basic conversation control functionality for all Conversation types

The following functionalities are available for all Сonversation types:

1. Time an agent is assigned to a conversation - displayed in case an agent is assigned to a conversation.

2. Detailed information on a dialogue within the selected conversation. Includes:

   • Dialogue ID

   • Dialogue tags

   • Wrap-up codes — an option to select and display completion codes. Multiple Wrap-up codes can be assigned to a single dialogue. The list of completion codes available for selection depends on the completion code settings for the team or channel (if no team is assigned to the conversation). If no codes are configured, this option is unavailable.

The operator can assign a completion code to the dialogue either during the conversation with the client or after it ends.

• If the operator selects a completion code during the conversation, the pop-up window for choosing a completion code does not appear when the dialogue ends. The conversation immediately changes to “Completed” status.

• If the operator does not select a completion code during the conversation, a pop-up window for selecting a completion code appears at the end of the conversation. The conversation moves to “Post-Call Processing” status. After selecting and saving the completion code, or closing the pop-up window, the conversation changes to “Completed” status.

• Skills — a list of skills and their minimum rating that an agent must have to handle such a dialogue.

• Attributes — a section with existing dialogue attributes and the ability to assign new ones.

• Dialogue recording (only for the “Call” conversation type).

• Notes — a field where comments on the dialogue can be added.

• Custom AI Assistant button (more details — AI Assistant).

1. Message actions:

• Copy

• Pin/Unpin — an option to pin or unpin messages. Pinned messages are displayed at the top of the Conversation History. Arrows can be used to navigate to the next pinned message.

• Reply — an option to quote the message.

• Add to quick replies

• Copy message URL

1. Customer interaction history within the conversation

2. Private note — a field for entering a hidden note in the conversation, which is not visible to the customer but is accessible to system users.

3. Mentions — mentions of other system users in the conversation. To do this, type the @ symbol and select a user from the list. The user will receive a notification of the mention (if the corresponding notification is enabled).

This functionality is available only in the Private Note.

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Additional conversation handling functionality for Chat/Social Media/Email conversation type

For the Chat/Social Media/Email conversation type, the Conversation panel also includes a Sending messages bar:

1. Message addresses - main recipient, recipient in copy, recipient in blind copy (applicable only for Email conversation type).

To email multiple recipients, separate their addresses with commas.

1. Sending messages bar. You can use variables in the message input bar.

A variable is a parameter dynamically replaced with a relevant value during a conversation. Use a variable by typing two double curly brackets {{, after which a list of available variables will appear.

1. Emoji

2. Attachments

3. Canned Responses - opens an expanded window to search for and select a Canned Response. You can also insert a Canned Response using the "/" sign in the input window.

4. Macros - opens an extended window for searching and selecting a Macro.

5. Cancel message formatting

6. Custom button AI Assistant (For more details - AI Assistant )

7. Custom button Get customer data (For more details - Get customer data)

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Additional conversation handling functionality for the Call conversation type

For the Call conversation type, the Call control panel is additionally displayed in the Conversation panel:

1. Hold - place a call on hold. Once you press the button, a counter showing the time spent on hold appears.

2. Mute microphone - mutes a user's microphone during a call.

3. Blind transfer - transfers a call to another number, agent, or team without prior consultation.

4. Consult transfer - allows a user to make a consultation call with another user as part of a conversation with a customer, with the ability to transfer a call to this user in the future.

The same Call Control functionality is available in the NovaTalks web phone.