Get to Know Conversations

Once you've set up the environment, agents can start managing conversations and customer inquiries. All conversation management happens within the Interact module (e.g., Agent panel). To start, the agent needs to log in to the Infobip web interface and navigate to the Interact module.

For performance optimization, agents should mark their availability by changing their status when taking over a conversations. The status reflects several things, however, it's important because this way the Supervisor can track and manage team capacity in real time. To change the status, the agent should navigate to the User profile in the bottom left corner > Choose status from the drop-down menu below their agent name and profile picture.

The default status is Active and the Agent can change this status any time.
Available statuses are: Active, Busy, Offline, and Away (agents can set these per their current workload to denote their availability in the contact center)

Agent panel consists of two main areas:

  • MY WORK - displays all conversations agent is working on at the moment

  • ALL WORK - shows all conversations and queues

Conversations - My Work panel

All Work Panel

ALL WORK is a place for supervisors and agents to have all conversations listed and grouped by certain criteria. Infobip platform offers predefined views and allows users to create their own custom views.

The All Work panel encompasses all conversations and queues, including those assigned to others. Conversations are grouped into views which are defined by filters and can be private or global. 

  1. Predefined views contain views that are industry standards and will certainly help users to better navigate between conversations.

  2. Custom views allow users to create filters and cover some of their specific cases that they often filter and these views can be:

    • Private - Each individual user can create views for themselves. These help individual users to organize conversations and be more productive and are visible only to the creator.

    • Global - a set of views available to all users. Supervisors can create views (up to 8 private views) for all agents to use that will help them manage conversations more efficiently.

Also, global views include predefined views which are industry standards and help agents in their tasks:

  • Unassigned (consists of all open conversations without the assignee)

  • All (consists of all open conversations regardless of the queue)

  • History (consists of all conversations, both open and closed, regardless of the queue)

  • All Bots (consists of all conversations currently handled by bots)

Conversations - Private views

When you click on a specific queue/view, a list of all conversations within that queue/view will appear.
Conversations are listed from newest to oldest.

Each conversation in the list contains the following information:

  • Channel icon

  • Conversation topic

  • Customer

  • Assigned Agent

  • Assigned Queue

  • Priority

  • Sentiment (if enabled on account)

  • Requested - The date when the conversation is created

  • Pending - Time elapsed from the last customer message if the agent reply is still pending

Agent can open a conversation by clicking on it or assign it to themselves by selecting the conversation(s) and clicking the Assign to me button.

Clicking + Create View or the filter icon opens a filter tray offering options to filter conversations in the current view or queue. Also, minimized tray shows which filters are applied in the current view.

Conversations - Views filter

Below Views, in the Queues section, you can find specific queues. Queues consist of any queue defined by the Supervisor combined with the default queue. The Default queue consists of all open conversations that did not land in any user-defined queue. Each Agent can see only those queues they're assigned to as a resource while Supervisors have access to all queues.

To learn more about queues, refer to the Queues and Routing article under the Supervisor Guide page.

Information about the number of conversations within the queue/view is visible next to the queues and predefined views.

Click on the table header to sort by customer, priority, requested, or pending. By default, all conversations are sorted based on the pending column in a descending order to alert to the longest waiting times from the customer end. Search and quick filter by priority and channel in the top right corner above the table.

Additionally, more advanced filtering options are available in ALL WORK under Filters:

  • Channels
  • Date
  • Priority
  • Status
  • Pending agent reply
  • Queues
  • Agents
  • Customers
  • Tags

With the Pending agent reply filter, Supervisors and Agents can see how long the end user has been waiting for a reply, react promptly to avoid long waiting times and ensure good customer experience.

Bulk Actions

Users often need a way to modify several conversations at once (e.g., an agent is on sick leave so all their tasks should be shared among the team).

The following bulk actions are available in the ALL WORK panel:

  • Assign/reassign list
    ►Reassign button appears after the conversation(s) are selected and clicking on it enables selection of agents to whom the conversation can be reassigned
    ►The assignment logic follows the regular assignment rules (e.g., a conversation can’t be assigned to an agent who is not part of the current conversation queue)

  • Change priority
    ►Navigate to the 3-dot icon to select the action and change the priority

  • Change status
    ►Change the status by clicking on the 3-dot icon to select the action

  • Change queue
    ►Click the action to display a searchable list of available queues

  • Download conversations
    ►Download all selected conversations (up to 100) and create a .zip file storing them in selected file format (.txt or.xlsx)

To perform any of these actions, either check the upper left check box which selects all the conversations on the list or select the checkbox next to a specific conversation. Once you've selected the check box, bulk actions appear in the top right corner.

Conversations - Change conversation status

My Work Panel

MY WORK is the main agent dashboard where agents can:

  • Check conversations assigned to them

  • Check details about each conversation

  • Manage conversations and conversation details

  • Create new conversations

On the left side, agents can see the list of conversations assigned to them.

The Assigned conversations list contains conversations with the following status: Open, Solved or Pending. They are listed by date of the last customer message received (last received is always on top of the list). 

Conversations - Assigned conversations list

For each conversation, in the right-side panel, agents can check the following:

  • Timestamp of the last received message

  • Customer name

  • Preview of the last received message

Also, conversations containing unread message(s) will be marked as bold and the counter with the number of unread messages will appear next to it. Conversations marked as Closed are not shown on the list.

NOTE

The left side panel contains recently viewed conversations but you can also see all conversations that the agent has checked recently regardless if they were assigned to them or not.

When a conversation contains unread messages, the notification indicator appears until the conversation is opened. Click + to start a new conversation.

Each conversation is opened and managed in MY WORK. Within the selected conversation the Agent can do things like:

  • Type, send and receive messages

  • Change conversation priority, topic, and status

  • Type public notes

  • Reassign conversation - the agent can take unassigned conversations or move their conversations to other Agents. The agent cannot take over conversations assigned to other Agents. However, Supervisors can change the assignee without limitations.

  • Change queue

  • Type summary

  • Manage tags

  • Manage customer profile

The main part of the conversation is the interaction between agents and customers where agents can see the conversation history.

Conversations is a true omnichannel platform. For example, if the customer uses messages to establish their brand on one channel and then later on another channel, messages can be part of one continuous conversation.

When a customer message is received for the first time, a conversation is created with the following attributes:

  • Conversation name

  • Conversation ID

  • Participants (customer/agent(s)/bot)

  • Date of creation

  • Message status (default one is Open)

  • Message text

  • Message channel indicator

  • Customer info (if customer recognized)

Mark Message as Unread

Sometimes agents will see customers’ messages but cannot handle them right away, and these messages are automatically marked as read.
Now you have the option to mark messages as unread so that they don’t end up unnoticed, meaning that you can get back to them as soon as possible.

Conversations - Mark as unread

Message Bubbles

To improve visibility for agents inside the conversations window, customer messages are aligned to the left side while keeping the agent messages aligned to the right.

My Work Limit

Number of conversations visible to the agent on My Work is limited to 50. If an agent has more than 50 assigned conversations at any moment, they can access all their conversations by clicking VIEW ALL which will open the ALL WORK panel with this predefined filter.

Conversation Transcript

Contact center managers will often need to download a conversation transcript to examine them for quality assurance and reporting purposes. Other times you will need to send the chat transcript to your end users.

This feature allows supervisors to download all messages that have been exchanged between an agent and customer - and now each conversation can be downloaded from the Conversations interface.

Conversations - Download transcript

You can download the conversation transcript in .txt or .xlsx format. Both formats include information about the conversation channel, priority, queue and date of creation.

Conversations - Download conversation

Additionally, the supervisor can decide whether they want to include internal messages (notes) or only messages that were exchanged with the customer.

The download conversation transcript functionality is available under Reports > Conversation Transcript. Supervisors can use it to download transcripts of all conversations that were handled by a particular agent during a defined period.

Change Logs

Changes done to conversations are tracked and displayed within the conversation body.
With new audit logs, you now have trackable insight into changes on the conversation level in My Work regarding the most important information.
It will tell if and which changes were made by Agent, Supervisor, or Automation and ensure better visibility and transparency for supervisors about each conversation and Agent.

Currently the following changes are shown for conversation properties:

  1. Conversation Status changed

  2. Conversation Assignment changed

  3. Conversation Priority changed

  4. Conversation Tag changed

  5. Conversation Queue changed

Templates and Tags

Removing repetitive task and increasing agent productivity by minimizing their effort in resolving tedious and low-value tasks can be achieved through use of predefined templates. 
Every support agent knows that even the most extensive Knowledge Base can't stop some common questions from cropping up again and again - questions that force agents to keep repeating themselves while more serious queries pile up. With Templates, agents can use a predefined set of replies that they can send out with a single click and focus on more valuable and complex inquiries.
Only Supervisors can manage templates. Agent can only use templates within the agent panel.
For easier search and categorization supervisors can add tags to templates.

Conversations - Templates

There are 2 types of templates:

  1. User-defined

  2. WhatsApp pre-registered templates that go through approval process. More information on WhatsApp pre-registered templates can be found below.

WhatsApp Pre-Registered Templates

WhatsApp templates are mandatory if you need to send either a first message to a customer or in case more than 24 hours elapsed since the last message was received from the customer. The WhatsApp Message Templates Guidelines has all the information you need to set up a template. 

There are two instances where a WhatsApp template is used: 

  1. Within ongoing conversations 

  2. When starting a new conversation 

Starting a new conversation is described in detail here, but you can follow the same principle for WhatsApp template selection as described below. 
When selecting WhatsApp as a channel, the system automatically detects if this is the first contact or more than 24 hours have elapsed from the last customer interaction. This is shown in an alert within the message reply box.

Conversations - Send WhatsApp templates

When you select Use a WhatsApp Template, a pop-up opens where the user can select a template from already registered and approved WhatsApp templates. A template can also contain placeholders (variables) for personalization purposes. In this case, the user will need to map all placeholders by entering a value for each.

The experience is same the as for user-defined templates but agents cannot edit the content other than the variables part.

Agent Panel

Agent can select a template with a quick action in the message content box by typing “/” which results in a pop-up opening to select a template:

Conversations - Agent template pop-up

Another way to access templates is by selecting the Templates icon at the bottom of the messages content box:

Conversations - Select template icon

The templates pop-up opens and you can search for a specific template:

Conversations - Choose template

After the template has been selected, agents can change the whole text for user-defined templates or map variables only for WhatsApp pre-registered templates.

Mapping of variables is done by selecting the highlighted area of the text and entering a value:

Conversations - Map template variables

And the very last - the agent just needs to click the SEND MESSAGE button to reach out to the customer.

Tags

Tags can be assigned to conversations to better categorize a conversation topics or customer intent. Tags are connected to the dashboard where Supervisors can analyze the number of conversations per specific tag. Tags can be used within journey automation so each conversation transferred from Flow to Conversations can have a specific tag automatically assigned. 

The Tag management section allows Supervisors to manage both conversations and template tags. This way supervisors can predefine and categorize tags used by agents so they can have categories for conversations ready for use or they can easily search through templates by a specific topic.

Conversations - Tags list

Messenger Tags

Messenger by Facebook has introduced message tags which are used in MT (mobile-terminated) initiated scenarios. This means that it's possible to send a message to a customer even 24 hours after the customer’s last message was received.

To be able to send the message you need to select one of the three message tags predefined by Facebook. The message content is free-form, meaning it is not predefined by any template.

Conversations - Choose Messenger tag

Once a message has been sent, the tag that was used will be visible under the actual message inside the agent's desktop window.

Conversations - Use Messenger tag

Manage Conversations

Topic

Each conversation gets a default name that can be changed anytime - Talking with ‘Name of the customer’ and a unique conversation ID.

Priority

Conversation priority is visible in the header and is assigned according to the routing rules. Priority can be changed manually at any time.

Status

There are four possible conversation statuses: Open, Waiting, Solved, and Closed. The default status when the conversation is created is Open and the Agent can change their status manually while interacting with the customer.

Statuses can be used to move from an omnichannel continuous conversation to a ticket-based system. Here 's how to do it:

Waiting Indicator

  • Agent responds to a customer with a question and changes the status from ‘Open’ to ‘Waiting’.
  • The conversation is still assigned to the agent and it’s still visible in the list of assigned conversations. However, it’s marked orange as the agent still expects the customer to respond and then eventually close the issue.

Solved Indicator

  • Customer and agent are exchanging messages and when the agent thinks that the customer’ problem is resolved, the agent can change the status to ‘Solved’.
  • The ‘Solved’ status is marked green and indicates that the agent does not expect further interaction from the end customer. In case the customer sends another question, new conversation is not created.

Closed Indicator

When the Agent is sure that the issue is solved, the conversation can be marked as Closed and will no longer appear on the agent’s to-do list.

Conversation status impacts the following:

  • Color change in the list of conversations (MY WORK, Recently viewed, and Conversation history list panels)
  • Analytics section where you can check conversations distributed by status

Assignee

Conversation can have two assignee statuses, Assigned (containing information to whom it is assigned to) and Unassigned. You can check and change the status in the upper right corner.

Click the drop-down icon to see a list all Agents. The user can then assign or unassign a conversation to any Agent. Use the Search agents option if the Agent list is too long for scrolling.

If a conversations is closed, you cannot change the assignee.

Queue

On the right-side panel of Conversations details, check to which queue the selected conversation is assigned to. Only the user who is at the same time also the assignee can change the conversation queue by clicking on the drop-down list and checking the new destination queue.

Summary

Summary is a short text input used to write a quick summary about the conversation.

Tags

Tags can be assigned to conversations to better categorize a conversation topics or customer intent. Tags are connected to the dashboard where Supervisors can analyze the number of conversations per specific tag. Tags can be used within journey automation so each conversation transferred from Flow to Conversations can have a specific tag automatically assigned.

Customer Details

Conversation is built on a combination of participants (customer and agents) and messages exchanged between participants. A customer participating in a conversation can be known or unknown. Customer is known if their contact number is connected to the People profile. In case of a known customer, the Agent can see on the right-side panel default customer attributes:

  • Customer name - Associated with that destination number/ID in the People module
  • Gender - If associated with person in the People module
  • City - If associated with person in the People module
  • Country - If associated with person in the People module

More customer details can be found using the View and Edit link in People. Agent can update customer attributes in the People module (e.g., change name, add destination, add tags, and more).

Additionally, a Supervisor can configure customer attributes in agent panel through Apps > Customer details.  

Customer details can be configured in way that any attribute available through the People module can be added to Customer details context card. Beside adding attribute, supervisor can choose if agent will be able to view or edit attribute directly through context card. 

Conversations - Basic People info

When configuring attributes, supervisor can choose maximum of 5 attributes to be shown in customer details immediately (those are Basic attributes) and unlimited number of Additional attributes that will be hidden behind See more in customer details. 

Conversations - Additional People information

Attributes in customer details card will be listed based on setup in Apps configuration. Configuration can be changed at any time.

Conversations - Attributed in customer details card

Regardless of the customer details configuration, the Agent can update customer attributes in People (e.g.,change name, add destination, add tags).

Within customer details, the entire conversation history is listed as well. Conversation history shows all open and closed conversations that were associated with a unique customer. It can happen that a wrong conversation is linked with a customer so there’s the Unlink option which enables agents to fix this.

A vice versa situation is possible as well. For example, a conversation is by default linked with an unknown customer by mistake but then the Agent realizes that there’s an ongoing conversation with a known customer who already exists within People. In that case, the agent can link the conversation with the existing customer and customer details will appear.

Channels

Conversations are either established over one channel where the channel icon represents a single channel in use or consists of multiple channels within a single conversation.

Conversations - Omnichannel conversations

Omnichannel conversations have a special icon and they can be created in the following cases:

  • The customer sends messages over two or more communication channels regarding the same topic and the Agent merges the conversations
  • Agents initiate a conversation over a new communication channel within one conversation. Learn how to change channels.

Conversations Mobile App

Conversations is going mobile! This means that you are able to use conversations in your contact center on your smartphone and help your customers resolve their issues even quicker and on the go.

Note that Conversations mobile app is in an Early Access phase which means that not everybody can use it but we appreciate the feedback that we hope to gather in the EA so we can deliver this solution to everybody.

The app is not officially available for distribution yet and only hand-picked users are able to use it. It is still undergoing internal testing so you may find issues and we will appreciate if you report them so we can work on resolving them and thus offer a better customer experience. Also, certain features are not yet fully available.

Features

Currently there are only a handful of features supported but we aim to broaden this in the coming months so stay tuned:

  • Real-time multi-channel messaging in Android native smartphone environment

  • Faster way to access agent’s list of conversations, i.e., My Work from the web interface

  • Chat-like user experience for messaging with end users (only replies are available in the current version)

  • Push notifications for incoming messages and assigned conversations (coming soon)

  • No additional agent license is needed

Get Started

What you need to get started with the Conversations mobile app:

  1. A license or access to Conversations

  2. Sign up for the Conversations mobile app by contacting your dedicated Account Manager

  3. Download the app from the Google Play Store (available to Android users only at the moment):

Conversations - Download mobile app Conversations - Download mobile app QR code

  1. Log in to the app with your Infobip username and password

Using Conversations Mobile App

After you log in to the app, a list of all conversations assigned to you will be loaded. Each conversation opened will appear in a chat window, which is also used for sending replies. Besides responding to messages, you can change conversation status and their availability.

Send Feedback

We would appreciate if you could send your feedback as often as possible.
If convenient, please send us your feedback after every week of testing the app during the Early Access phase. 
How?
Send feedback directly from the app:

  • go to Agent profile and tap on Send Feedback
  • use this custom Send Feedback link and enter your feedback on the form (availableduring the entire EA phase)

Important to note:

  • It is not yet possible to initiate conversations or apply templates. If you need to perform any action that is not currently available in the mobile app, please use Infobip web interface.

  • You cannot be logged in on the web interface and the mobile app at the same time.

  • We advise you to allow automatic app updates as they contain important bug fixes or feature improvements.

  • iOS version will be available later in Q1, 2021.