📤Conversation panel

Core conversation management functionality for all dialogue types

The Conversation Management Window is used to serve the client and view the history of interactions within the dialogue:

1. Client name

   Clicking the icon opens the client data page (more details — Contact Card).

2. Conversation status (more details — Conversation statuses and substatuses) and option to change the status.

3. Client interaction history within the conversation.

4. Detailed information about the dialogue within the selected conversation, including:

• Dialogue ID

• Dialogue tags

• Wrap-up codes — option to select and display completion codes. Multiple wrap - up codes can be assigned to a single dialogue. The list of available codes depends on the completion code settings for the Team or Channel (if the conversation is not assigned to a Team). If such settings are not configured, the option is unavailable.

An operator can assign a Completion Code to a dialogue during the conversation with the client or after it has ended.

• If the operator selects a Completion Code during the conversation, the popup for selecting a code does not appear at the end, and the dialogue immediately moves to Completed status.

• If the operator does not select a Completion Code during the conversation, a popup appears at the end for selecting a code. The dialogue moves to Post-Service status. After selecting and saving the code or closing the popup, the dialogue moves to Completed status.

• Skills — list of skills and their minimum ratings required for the agent to handle this dialogue.

1. Text message input field

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

3. Attachment selection

4. Conversation actions (more details — Conversation actions)

Additional conversation management functionality for dialogues of type Call

1. Hold — places the call on hold. Pressing the button starts a timer showing the duration in hold mode.

2. Mute microphone — mutes the user’s microphone during the call.

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

4. Consultative transfer — allows the user to make a consultative call with another user within the client dialogue, with the option to subsequently transfer the call to that user.

Similar call management functionality is also available in the NovaTalks Web Phone.