Product Setup

To use Conversations, you need to configure the environment.

Minimum prerequisites:

  • Configure channels
  • Create users
  • Create agents

Queues and routing are optional functionalities. If you just need to manage conversation threading, you can skip this section. Refer to Queues and Routing for more detailed information.

  • Create queue
  • Configure conversations routing

To use Conversations, you need to set up a channel and configure your senders (brand representative) so that the customer can reach out to you.

Configure Channels over Web Interface

Currently, you can set up SMS and Voice channels over web interface.

Steps to set up SMS:

  1. Buy a 2-Way SMS number.

Navigate to Apps > Numbers in our web interface. You will see all the numbers you currently own. Select BUY NUMBER to purchase additional 2-Way numbers.

  1. Add Conversations setup on the number

To start using Conversations, select your purchased 2-Way number and click Use Conversation. You can set it up for specific keywords placed at the beginning of incoming messages or for all incoming messages. The Use conversation option will route all incoming messages to queues and agents. If a flow or a bot is set up for this number, the message will first be routed to them.

Refer to the Create an Automated Flow and Connect the External Bot to an Agent articles.

Conversations - buy a number and configure

Voice Setup

In order to be able to receive a call in Conversations you will need to purchase a Voice number and configure it for Conversations.
It is a simple two-step process:

  1. Buy Voice number

In the Apps section of the portal select the Voice app.  You will land on Numbers tab. Clicking on “Buy number” will show the list of available numbers. This list can be filtered by Country. Then select the number you would like to obtain. Click on the “Buy” button to confirm the purchase. 

Conversations - Voice buy numbers

After the transaction has been completed, you will be redirected to the Numbers page and the newly acquired number will be listed there. 

  1. Add conversation setup on the number 

To complete the conversations setup, select the number you purchased. Then in the configurations options side panel choose the User Conversations action type. 

Conversations - Voice - use conversations configuration

If you want to use Flow features in your Voice communication in Conversations, then for action type choose Forward to Flow

Learn more on how to set up flows in your communications.

Configure Channels over API

For all details on how to set up channels visit the following pages or contact Support:

Information on channel-specific sections is available on the Infobip API developer hub.

Users and Roles

There are two Conversations specific roles within the web interface:

  • Supervisor - Supervisors have a dual role, as an Admin and an Agent. The Supervisor has access to more modules than an agent and can do the following:
    • Create agents through Apps
    • Configure queues and routes through Apps
    • Check detailed reports and insights
    • Manage any conversation or queue
    • Create automated campaigns or post conversations surveys
  • Agent - Agents are users who can handle and manage conversations. This role does not have access to all modules.

To add a new agent you need to create a new user in Settings > USERS AND TEAMS, assign the Conversations Agent role to your agent and in Apps > Conversations > Agents add the user as an agent.

Conversations - Users and teams

Conversations - Add user as agent

To add a new supervisor you need to create a new user in Settings > USERS AND TEAMS, assign the Account Manager role to them and in Apps > Conversations > Agents add this user as an Agent and mark them as Supervisor.

Conversations - Add agent as supervisor

The new user will get an email with login data and can successfully log in to the Conversations module.

Manage Agents over Web Interface

To manage agents, Supervisor should go to Apps > Conversations > Agents tab. There you will see a list of all already available Agents. The Supervisor can add, delete or manage agents.

List of all Agents in Conversations

Add Agents

Click ADD AGENT. A list of all web interface users created under this account will appear on the right. To assign the role to a user, click ADD and this user will appear on the list of all agents. 

Add new Agent in Conversations

NOTE

When added, an agent is automatically enabled. Enabled agents have access to the Conversations module and can handle customer inquiries. If you want to disable an agent, this can be done by hovering over agent in the list and changing the status of the toggle button. When disabled, the agent won't be able to handle conversations. On the Agents page, Supervisors can easily manage agents and filter based on enabled or disabled status.

Manage Agents

To manage agent details, click on the agent’s name on the list of all Agents.

The Agent details page will open where you can do the following:

  • Change Agent name
  • Check Agent status (active, busy, offline, away)
  • Enable/Disable Agent
  • Check and manage the list of queues the Agent is assigned to
  • For more details about a specific user, click VIEW USER SETTINGS. (e.g., change password, change permissions, delete user, etc.)

Manage Agent Queues

Moreover, agents can be assigned to queues (the queue is a pool of agents that handle a certain topic). Click ADD QUEUES, select a queue and click ASSIGN.  When assigned to a queue, the agent will see this queue and conversations within the queue in the ALL WORK overview.

Some of the conversation configuration parameters can be adjusted on the agent level. For Voice calls you can change the value for wrap-up time.

Conversations - Voice - wrap-up time

Manage Agents over API

Defining and assigning agents to conversations is optional but if you need to distribute and assign conversations to agents, you can manage and store agents on the Infobip platform over API.

Property Name Type Description

displayName

string

Agent name to be displayed, 255 characters max

status

string (OFFLINE)

Possible agent status (active, busy, offline, away). If not provided, the agent will be set to default offline.

role

string (AGENT)

Possible agent role (agent, supervisor). If not provided, the agent will be set to a default agent.

enabled

boolean (TRUE)

Possible agent status (TRUE, FALSE). If not provided, the agent will be set to default true.

There are two specific roles used for managing Conversations:

  1. Supervisors:
    Supervisors are users with a role of an admin and agent at the same time. Supervisor will have access to all conversations and can takeover any conversation at any point in time.
  2. Agents:
    Agents are users with the role of an agent. Agent's role is to handle and manage conversations.

Refer to our API developer hub for more details regarding agent management.

The following methods for agent managements are available:

Response example

{
    "agents": [
        {
            "id": "E83E787CF2613450157ADA3476171E3F",
            "displayName": "Bon Scott",
            "status": "OFFLINE",
            "role": "AGENT",
            "enabled": true,
            "createdAt": "2019-05-10T07:45:23.777+0000",
            "updatedAt": "2019-05-10T09:53:58.463+0000"
        },
        {
            "id": "F66D67327326FCCB027BEAA916B94542",
            "displayName": "Phil Rudd",
            "status": "AVAILABLE",
            "role": "AGENT",
            "enabled": true,
            "createdAt": "2019-05-10T07:45:23.777+0000",
            "updatedAt": "2019-05-10T09:53:58.463+0000"
        },
        {
            "id": "F66D67327326FCCB027BEAA916B94542",
            "displayName": "Brian Johnson",
            "status": "AVAILABLE",
            "role": "AGENT",
            "enabled": true,
            "createdAt": "2019-05-10T07:45:23.777+0000",
            "updatedAt": "2019-05-10T09:53:58.463+0000"
        }
    ],
    "pagination": {
        "totalItems": 6,
        "page": 0,
        "limit": 10,
        "orderBy": "id:ASC"
    }
}

Get Agent Queues

Agents can be assigned to specific queues to organize and manage the workload effectively. Use this method to get a list of queues the agent is assigned to. You must specify the agentId as a mandatory parameter.

Response example:

  "queues": [
        {
            "id": "FBDDA7F8B33417374ACC02F5265527E6",
            "name": "Queue 1",
            "createdAt": "2019-06-05T12:11:10.392+0000",
            "updatedAt": "2019-06-05T12:11:10.392+0000"
        },
        {
            "id": "FBDDA7F8B33417374ACC02F5265727E7",
            "name": "Queue 2",
            "createdAt": "2019-06-05T11:11:21.234+0000",
            "updatedAt": "2019-06-05T12:25:10.582+0000"
        }
    ],
    "pagination": {
        "totalItems": 2,
        "page": 0,
        "limit": 10,
        "orderBy": "id:ASC"
    }		

Get Agent Conversations 

Agents can handle multiple conversations. Use this method to get a list of conversations assigned to the agent. You must specify agentId as a mandatory parameter.

Response example:

{
    "conversations": [
        {
            "id": "37B93F4D2BA3C58B58526EAEAA1AB35C",
            "topic": "Conversation topic demo",
            "summary": null,
            "status": "OPEN",
            "priority": "NORMAL",
            "queueId": null,
            "agentId": "F66D67327326FCCB027BEAA916B94542",
            "createdAt": "2019-06-04T08:26:21.144+0000",
            "updatedAt": "2019-06-04T10:51:45.997+0000",
            "channel": "SMS"
        },
        {
            "id": "9F1F21C198025CC026956A7E2E9C560F",
            "topic": "API help",
            "summary": null,
            "status": "OPEN",
            "priority": "HIGH",
            "queueId": "FBDDA7F8B33417374ACC02F5265527E6",
            "agentId": "F66D67327326FCCB027BEAA916B94542",
          	"createdAt": "2019-05-02T11:57:03.607+0000",
            "updatedAt": "2019-05-21T14:30:47.527+0000",
            "channel": "SMS
        }
    ],
    "pagination": {
        "totalItems": 2,
        "page": 0,
        "limit": 10,
        "orderBy": "id:ASC"
    }
}