📤Conversation panel

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

1. Client name

   When you click on the icon, a page with customer data opens (For more details - Contact Card).

2. Conversation Statuses (For more details - Conversations Statuses and Substatuses) and the option to change a Status.

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

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

• Dialog 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.

1. Message input bar

2. 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.

3. Attachments

4. Conversation actions (For more details - Conversation actions).