📤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. History of a customer's inquiries within a conversation

3. Actions with a message:

• Copy

• Pin - an option that helps to pin or unpin messages to keep important information at the top of the conversation history. Use the arrows to navigate between pinned messages.

• Reply - an option to quote a message.

• Add to canned responses

• Copy the URL of the message

1. Detailed information about a dialog within the selected conversation. Contains:

• ID

• Labels

• Wrap-up Codes - an option for selecting and displaying Wrap-up Codes. You can assign multiple Wrap-up Codes to a single dialog. The list of Wrap-up Codes available for selection depends on the settings of Wrap-up Codes for a Team or Inbox (if no Team is assigned to the conversation). If they are not configured, the option is not available.

An agent can assign Wrap-up Codes to a dialog during or after a conversation with a customer.

• If an agent selects Wrap-up Codes while handling a conversation, a pop-up window for selecting Wrap-up Codes does not appear when the agent resolves the conversation. The Conversation Status immediately changes to Resolved.

• If an agent does not select Wrap-up Codes while handling a conversation, a pop-up window for selecting Wrap-up Codes appears when the agent resolves the conversation. The Conversation Status changes to After call work. After selecting and saving Wrap-up Codes or closing the pop-up window, the Conversation Status changes to Resolved.

• Skills - a list of skills and their minimum rating that an agent must have to service a dialog.

• Call Recording (applicable only for Call conversation type)

• Notes - a field where you can leave comments to the dialogue.

• Custom AI Assistant button (for more information, see AI Assistant).

1. Private note - a field for entering a hidden note in a conversation that is not visible to a client but is available to system users.

2. Mentions - mentions of other system users in a Conversation. Type the @ symbol and choose a user from the list. The user will be notified of the mention (if the corresponding Notification is enabled).

Functionality is available only in 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.