Supervisor Guide

The Supervisor Guide covers everything a supervisor can set up in terms of managing their contact center, working hours, agent statuses, as well as queues and routing where and when necessary.
Check out how you can manage automations and set up surveys to be shown to the customer after a conversation ends.

Capacity

Capacity is the maximum defined opened conversations for an agent by channel; default capacity for all agents or default system capacity for live messaging is 5 concurrent conversations.

Note that for voice calls - capacity is always one since one agent can talk to only one person at any given time. This default value cannot be changed on system or agent level. 

Default Capacity

To setup the default capacity for all agents go to Apps > Conversations > Capacity. Capacity represents the maximum number of concurrent conversations that can be assigned to one agent over the automatic assignment.

Instant Messaging stands for a group of channels: SMS, WhatsApp, Viber, or Facebook Messenger channels.

Default capacity is taken into account only when not defined at the agent level.

Conversations - Auto assign capacity

Agent Capacity

To set up agent capacity go to Apps > Conversations > Agents and then select the agent you want to edit.
Agent capacity is considered first. In case it’s not defined, default capacity is considered for new conversations assignments.

Conversations - Agent capacity

Waiting Strategy

NOTE

Currently available for Voice and Video channel only.

Being on hold can be frustrating for your customers so it’s important that you are able to build a waiting strategy that establishes the best environment for callers while they wait to be connected to your agents.

To do so, navigate to APPS > choose Conversations module.
Then click the WAITING STRATEGIES tab, and to define a new waiting strategy, click on the CREATE NEW button.

Name your waiting strategy and define general information:

  • numbers or application (when using WebRTC) that your strategy applies to
  • maximum waiting time that defines how long this strategy will run for

Conversations - Define waiting strategy

Subsequently you can set up one or more available options depending on your business needs:

  • Greeting message - This will be the first communication callers hear when they contact you. You can use the text-to-speech feature to craft a message or upload a file you would like to play to your callers.

  • Hold music - Certain types of music can calm a person while on hold and create a more positive experience for callers. You can upload your hold music file.

  • Announcement message - When your customer's mind is occupied with something it makes the time they have to wait feel less burdensome. Keep callers engaged by periodically playing announcement messages.

  • Maximum Wait Time Message - When the maximum wait time has been exceeded, and just before the call is about to be dropped, play a message to your customer letting them know that the call will end. You can use the text-to-speech feature to craft a message or upload a file you'd like to play to your customers.

Each option can be enabled/disabled by clicking the toggle button. 

Create Message

You can decide to create your waiting strategy messages as a speech version of the text you provide in a written format. In that case you should use text-to-speech as audio source and write the message script in the provided text field.

To do so, configure these available parameters:

  • Language - select one of the available languages
  • Voice - select one of the available voices
  • Speech rate - adjust the speed at which words will be spoken to be in line with the language and the message you are communicating

Conversations - Voice - create message

Upload File

You can use a file that you have previously recorded or created in your waiting strategy messages. In that case you should use file upload as audio source. Click on Browse, locate the file and confirm the action to upload your file. 

Conversations - Voice upload file

Note that you can also delete uploaded files if needed.

Waiting Strategy - Digital Channels

Waiting strategy for digital channels applies to all the text-based channels used in the Contact Center.

When set, the waiting strategy triggers when a conversation enters the contact center directly or after being transferred from a bot and is unassigned.
The conversation will be unassigned if auto-assignment is not set up on the queue or if there are no available agents for auto-assignment.

INFO

In cases when a conversation is added in the queue while the queue is not working (working hours option has been set) the waiting strategy won’t be triggered.

There can be only one waiting strategy for a sender.
The waiting strategy consists of three types of messages:

  1. Welcome message – a message sent to the customer when they enter the queue

  2. Announcement message – can be a periodic message

  3. Maximum wait time message – a message sent to the customer when they have waited the maximum defined time in the queue

At least one message must be enabled for waiting strategy to be used.

Waiting strategy can end in three ways:

  1. A conversation assigned to an agent.

  2. A conversation waiting more than maximum wait time set up in which case this conversation is also closed. A closed conversation will be removed from the queue and won’t be assigned to an agent.

  3. A conversation waiting for more than an hour. The conversation will remain open, but there will be no more messages sent to the customer.

Welcome Message

A welcome message is sent to the customer upon entering a queue, but the conversation is left unassigned.
This message is sent only once and it usually contains a greeting.

Announcement Message

Announcement message can be sent after the welcome message in regular intervals while the customer is still waiting for an agent to take the conversation (waiting for conversation to become assigned to an agent). Minimum interval is one minute.

Using the option to set a number of announcement messages enables you to choose how many messages can be sent to the waiting customer. After sending these messages, the conversation will remain in waiting strategy.

Maximum time for sending announcement messages is one hour, meaning that the maximum number of messages that can be sent to the customer is 60.

If a conversation waits for assignment for more than an hour, and if there is no maximum wait time set, the conversation will remain open, but no more messages will be sent to the customer.

Maximum Wait Time Message

Maximum wait time is used to close the conversation after the time has passed and the conversation was not assigned to an agent. It can be set to the maximum of 60 minutes.

If the time is reached, the message will be sent to the customer and the conversation will be closed.

Typically, the content of this message will inform the customer of alternative ways to contact the business and get help at a different time.

Working Hours

Set working hours for your contact center – you can do that for each separate day of the week.
Also, holidays can be set as non-working days and you can set them by exact dates which throws repetitiveness out of the window.

Conversations - Set working hours

A working hour period can be set per queue, meaning that one working hour period can be assigned to each queue.
This is especially handy for companies dealing with different markets in different time zones.
One working hour period can be set as default which means that all queues created afterwards will have this period set without the need for intervention.
If you happen to change the default working hour period, previously created queues will retain the old setup.

Agent Statuses

Agents communicate their availability by setting their status which can be changed automatically or manually.

There are 2 types of agent statuses:

  1. Default statuses – Predefined and have automation logic based on agent’s activity or workload.
  2. Custom statuses – Allows you to create new statuses for your agents to fit your business needs.

Additionally, there are 4 groups of statuses:

  1. Available - Indicates that agents are signed in and available to take on new conversations

  2. Busy - Agents are unable to receive new but can receive transferred conversations.

  3. Away - Agents are away from a computer and won’t receive new but can receive transferred conversations.

  4. Unavailable - Agents are not singed in, and unable to receive any conversations.

Configuring and being aware of agents' statuses enables supervisors to better track how agents spend their time and get an insight into how to utilize their agents better. 

Agent’s status is also connected to Auto Assignment, in a way that only agents in any status from Available group of statuses will be a candidate to receive a new conversation.
Also, if agent’s current workload is matching their maximum capacity, they will automatically be transferred to the Full Capacity status. Once their current workload drops below their maximum capacity, they will be back in the Under Capacity status. 

Another important mechanism is agent’s activity within the system. The system tracks whether agents are really in the status they set themselves in.
For example, if an agent sets themselves as Available but the system notices that their browser doesn't have any ongoing conversations, they will be automatically logged out of the system to prevent further conversations assigned to them and inaccurate time tracking on Agent’s Utilization.

NOTE

Agent should end their shift by setting their status to offline and logging out of the system. Otherwise they will remain in the current status while logged off.

Voice and Video Channel Statuses

For the Voice and Video channel there is an additional logic involved. To receive, accept and have a conversation and later wrap it up, agents will undergo several statuses:

  • Ringing – Call is not yet connected to the agent but they are prompted with the ringing dialog
  • In a call – Once the agent accepts the call
  • Wrapping – After the call has been completed, agent has some additional time to write important notes or conclude the call if there was a resolution with the customer

Users and Permissions

There are two Conversations specific roles within the web interface:

  1. Supervisor
    ►Supervisors have a dual role, as an Admin and an Agent. Supervisors have 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 campaings or post conversations surveys
       

  2. 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 this user as an agent.

The new user will get an email with login data and can therefore proceed with logging in to the Conversations module.

Manage Agents

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

Add Agents

To add an agent, click the ADD AGENT button.A list of all 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, hover over an agent on the list and change the toggle button status. 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 a specific 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 (e.g., change password, change permissions, delete user), click VIEW USER SETTINGS

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.

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

Queues and Routing

Conversations routing is a process of finding the right queue for new messages from where they can be further processed. The new message is evaluated against each route in routing and when the first route is matched, the message is added to the specified queue. If no route is matched, the message is added to a default queue.
The order of routes inside routing is important because the new message is compared to a rule in a given order in routing to find the first match.

 

  

Conversations - Queues and Routing 

Routing is a set of rules which determine the assignment of a new conversation to a particular queue executed in a specific order.

Route consists of a set of conditions that determine the destination queue and priority for a new conversation.

Conditions are expressions defined based on the message or customer attributes and conversations tags.

Important

►Both queues and routes can be managed over web interface and API

►Only Supervisors can create and/or change route setup

►Customers can be defined and stored in the People module

Queues

Queues are buckets or folders for conversations. Agents are assigned to pick up work from specific queues.
New conversations are handled based on specific rules called routes. The purpose of queues is to categorize conversations. Supervisors can assign agents to certain queues, so conversations are managed in a timely manner by the most knowledgeable team members.

Manage Queues


Queue management inside web interface is located under Apps > Conversations > Queues.

Previously created queues are listed on the Queues page, and this is where Supervisors can:

  • check lists of created queues

  • create a new queue

  • manage existing queues

Conversations in Apps - Queues

When you click on a queue name, the Queue detail page will open. Here you can find more information about the selected queue such as:

  • Name of the queue

  • List of agents assigned to the queue

  • List of routes leading to that queue

For easier management, it is recommended to name the queue according to its purpose. For example, if you have frequent inquiries from premium customers you can name the queue 'Premium customers'.

You can manage assigned agents and routes setup on the same page.

Conversations - routes and assigned agents

Create a Queue in Web Interface

To create a new queue,  click on the CREATE NEW button in the top right corner.
Every new queue is named ‘Queue #X’ by default where X is a random number, but the Supervisor can rename the queue at any point. Agents and routes should be assigned to created queues to make them functional.

When you click ADD AGENT, the list of enabled agents appears on the right side panel and any agent can be added to the queue. To add a route, the Supervisor can choose from the list of existing routes or create a new one and assign it to the queue.

Auto assignment on the queue level is mandatory for calls, so you should enable this for the default queue and/or all other queues you expect calls to be routed to.

Conversations - Queue auto assignment

Delete a Queue in Web Interface

To delete a queue, navigate to the list of all queues, click the three dots, and then Delete. Only queues that don’t have an active conversation associated with it can be deleted.

Conversations - Delete queue

Working Hours

Surely you must have come across customers contacting your contact center out of working hours, or you may have been on the other side of the coin and contacted a service that was out of office at that particular time of the day.

Now you can define Automated Away Messages inside Apps for each specific queue where an away message is sent if a customer contacts your contact center out of your working hours.

Set working hours for each separate day of the week.
Also, holidays can be set as non-working days and you can set them by exact dates which throws repetitiveness out of the window.

A working hour period can be set per queue, meaning that one working hour period can be assigned to each queue.
This is especially handy for companies dealing with different markets in different time zones.
One working hour period can be set as default which means that all queues created afterwards will have this period set without the need for intervention.
If you happen to change the default working hour period, previously created queues will retain the old setup.

Supervisors can set:

  • working hours for their contact center

and

  • define the out of working hours auto-reply to be sent to customers

Conversations - Out of office

Agents and Supervisors will be able to see all conversations and messages created outside working hours to follow up with customers.
When a customer sends a message outside working hours they will receive the auto-reply over the same channel that they used to contact you from.

 

Auto Assignment

With automated assignment, you can distribute conversations between available agents based on their workload and concurrent chat capacity.

The algorithm used is an even workload distribution among agents. New conversations will be assigned to the Agent with the lowest number of running conversations to keep the same utilization of all available Agents.

The automatic assignment is configured at the queue level. Whenever a conversation is routed to a queue with the automatic assignment, the system searches for available Agents and assigns the Agent to the conversation.

The criteria for agent selection are availability, current workload, and capacity. The Agent with the least number of conversations and biggest idle time will be assigned to the new conversation.

Setup

To enable Automatic assignment, go to Apps > Conversations > Queues, select the queue and switch ON the Automatic Agent Assignment toggle.

You can select any available agent for the assignment or select to prioritize the assignment to the agent who last interacted with the customer. The system will attempt to find the last agent but in case they are not available it will assign the next available agent at that moment in time.

IMPORTANT

Auto assignment is now available on the Default queue as well. This is the queue where all conversations land in case no match is found in the Routing criteria for specific queues.

INFO

Default queue is a system-defined queue that collects all unmatched conversations during routing. All agents have access to conversations in the default queue and can reply to customers. The default queue can be changed on a conversation but it cannot be deleted.

Availability

Agent availability is calculated based on the agent status and heartbeat. Heartbeat represents agent presence in the app (even if the window is collapsed) and is refreshed every minute. If the agent’s heartbeat/presence is higher than 5 minutes, then we consider the agent unavailable and skip as eligible for assignment.

Workload

The current workload is the number of conversations assigned to an agent with the Open status.

Routing

As mentioned in the beginning, Routing is defined as a set of rules which determine the assignment of a new conversation to a particular queue executed in a specific order.

With route management, you can define business rules according to which incoming customer requests will be assigned to queues and agents for the most effective resolution.

Create a Route over Web Interface

To create a route over web interface, you need to set up rules.

The rules are customizable and can refer to (e.g.,):

  • Message attributes such as channel, sender, receiver, or message content

  • Customer attributes that you specified in the People module (e.g., name, city, purchase power, etc.)

  • Conversation tags assigned manually or through automated flow

  • IVR inputs collected to variable through automated flow

  • Custom data from Web and In-App Calls and Video 

Only when all the above-mentioned parameters are defined, you can create a new route. Once the route is created it is shown in the list of all routes.

Any route can be set as Enabled or Disabled (default status is Enabled).

INFO

Only routes set as Enabled will be taken into consideration when a new conversation starts.

Destination Queue over Web Interface

Setting up routes means that when a new message arrives, the system will automatically check if message parameters comply with any of the rules specified within the route and will assign conversation according to the rules that match the defined destination queue.

Priority over Web Interface

If message parameters are matched with certain route rules, conversation will get a priority defined within that route setup. According to assigned priority, conversation will be shown in the list of All Conversations. Priority can be changed manually within the conversation details at any point.

Set Conditions over Web Interface

Conditions are a set of criteria that will be checked when there is an incoming conversation. Based on those, a conversation will be added to a specific queue.

Set Route Order over Web Interface

Considering that several different routes can be set at the same time, you can set up route ordering.
When there is an incoming message, parameters will be checked, and message will be assigned according to the first route that matches against parameters.

Imagine you need to set two routing rules – one for Spanish speaking customers and another one for premium customers.

  • Rule 1: If the message comes to the destination number 123 and the person sending the message has been marked as Spanish speaking within the Target module, route this message to the Spanish queue.
  • Rule 2: If message comes to the destination number 123 and person sending message has been marked as premium customer within the Target module, route this message to the Premium queue. 

Now each queue has a team of agents assigned to it:

  • Spanish queue – Ten agents that can read and write Spanish but are juniors and don’t know anything about premium customers.
  • Premium queue – Three agents who speak Spanish and English and know everything about premium customers.

What you want to make sure is that messages from your premium customers end up in the Premium queue and not in the Spanish queue. That’s why you need to set up the routing priority. The premium route should be priority number 1 and Spanish route priority number 2.

To re-arrange routes, drag and drop them according to their priority.

Enable or Disable a Route over Web Interface

All created routes can be enabled or disabled based on your needs. In case a route is  set as disabled, incoming messages will not be checked against conditions in disabled routes.

Configure Routing for Live Chat

This section explains what can be configured for Live Chat in Routing to assign specific requests to certain Agents queues.

To configure routing for Live Chat, navigate to Apps > Conversations > Routes > CREATE NEW.

Available fields that you need to set are as follows:

  • To – Destination to which inbound conversation messages are sent to. This field accepts widgetID for Live Chat routing. Widget ID can be taken from the widget edit page and is unique for each widget configuration.

  • Channel – Defines if all inbound conversations from the specific channel shall be sent to a certain queue. For Live Chat applicable value is Live_Chat

  • Person attributes – All Person attributes are applicable for Routing, however only if the session is coming from an authenticated (logged in) customer and if we have a Person associated with a key identity (email address, in this case).

  • Authenticated customer/ anonymous visitor – can be used to differentiate which customer support queue should take on the on auth. customer or visitors. The parameter is Visitor defines if inbound conversation comes from anonymous visitor. If set to false, then it’s treated as inbound conversation from auth. customer.

Manage Automations

Read more about how to manage automations such as workflows, surveys and sentiment analysis and thus reduce manual work to keep running your contact center smoothly and efficiently. 

Workflows

Workflows, along with Surveys, is a new option and part of Automations.

It offers the ability to reduce repetitive manual work that you usually do to keep your contact center in order. For example, stop answering to agents from time to time. Those conversations remain open, adding clutter and making agents’ jobs even more difficult and stressful.

Workflows should reduce these types of challenges. Users can set up automated workflows that will perform a set of actions on a specific trigger. Imagine a scenario where a customer's reply is pending for more than one hour—meaning that you can send a message to that customer saying something along the lines of:
You haven’t responded for 1 hour, we are assuming that you have managed to solve your issue after all. Your conversation with the agent will now be closed.

After that, the conversation is automatically closed. Messages from workflow to customers are sent over the last channel that the customer used. Workflow messages are displayed and marked under the conversation window.

Another example are conversations that require agent’s response. A workflow can be set so that supervisors are notified if an agent is not responding to the customer. Notifications are visible in a notification pop-up window.

There is no limit to how many actions you can use in one workflow but keep in mind that large number of messages sent to customers or notifications sent to supervisors can be overwhelming and add up to their workflow and stress so be mindful.

Also, the Workflows list now supports additional actions available for the Agent reply pending trigger.
This means that supervisors can create workflows what will be triggered in cases when the agent is not replying to the customer in the expected time period.

Once the workflow is triggered, a message can be sent to the customer saying something like All of our agents are busy at the moment. We'll be with you shortly.

or the workflow can be set up to send a notification to supervisors (the existing option) or combine some/all of those options – depending on your needs, or as the last option: close the conversation.

NOTE

Keep in mind that you cannot send messages towards customers if the conversation status is changed to Closed.

NOTE

All workflows can only be triggered for conversations that are set as Open.

Voice of the Customer

This dashboard offers an insight into customers’ feedback that they provide after conversation with an agent over surveys. This also ties in very closely with Analytics and the overall satisfaction the customers feel about Conversations and the services provided.

Surveys

Surveys is another part of Automations. It serves as an option to automatically collect Customer Satisfaction Scores.
These can help in recognizing more or less satisfied customers, to adjust the tone of ensuing communication and improve the overall quality of your contact center.

Survey is triggered when a conversation status is changed to Solved. Shortly after that the customer will receive a message over the channel that they used last in their conversation. Message contains questions about their satisfaction with the current issue and whether it was resolved. The questions are predefined but the you have the option to edit it.

There are two possible answers: happy and not happy.

Also, agents can define a follow-up question requiring additional feedback that customers may provide. Score and comments are visible in the agent panel and in the Voice of the Customer dashboard.

Along with the trigger saying that conversation status is changed to Solved, you can set the time span between two surveys. This period starts after one survey has been sent to the customer. Another survey message cannot be triggered before this period elapses. This is a very important parameter that will protect customers from being spammed with multiple survey within a short period of time.

Sentiment Analysis

With sentiment analysis you can automatically get feedback whether your customers are satisfied through scoring and manage agent performance and act on time to improve customer satisfaction.

Sentiment analysis uses natural language processing (NLP) to try to interpret customers’ feelings within messages and conversations. During a conversation, sentiment is analyzed in real time. That way Agents and Supervisors can track changes in sentiment from start to end of the conversation.

To monitor how conversations are handled by Agents, Supervisors can check ongoing or past conversations. With that information, they can advise Agents on how to improve their interactions with customers and increase satisfaction score.

To enable sentiment analysis for your conversations, navigate to Apps > Sentiment and turn the toggle ON for Conversations. 

Once you activate this feature, we encourage you to share your feedback with us on the sentiment score accuracy. This will help us improve and further develop the Sentiment Analysis feature.
To leave a comment and offer your valuable feedback, click the feedback button in the web interface.

Self-Service Automation

To optimize resources in your contact center, use automated flows or chatbots to avoid repetitive work so your agents can focus on more complex tasks. Automation is available over our Chatbots, Flow builder in the web interface or over Flow API.

Conversations - Set up automated flow

Self-Service over Moments and IVR over Flow

Moments and IVR over Flow let you create automated flows to engage your customers and come to a satisfactory resolution in no time, thus avoiding any repetitive work for your agents.

Create Flows

Navigate to the Communicate module and click CREATE FLOW. Select a predefined Flow template or choose Start from Scratch to build your own.

You can choose one of the following options to start your flow:

  • Inbound message – inbound messages through a channel, using a 2-way number or creating your own content

  • One-time audience – you know your audience in advance and want to invite them to a conversation

  • Flow API – audience is added to Flow via API

  • People events – people are added to Flow after it starts, based on their profile changes

In the example below, the Flow is started by sending bulk messages to customer for special offers. If they are interested and wish to receive more information they can connect with an agent by replying YES.  

Conversations - WA flow example

To enable the Flow to transfer a customer to a real agent, you need to specify the Start a conversation action. Any conversation transferred to agents has an option to get a tag for an effective routing or topic hint to agents.

Conversations - Start conversations with flow

Once the conversation is transferred to an agent, all messages exchanged between Flow and the customer are shown in the conversation details so the Agent can see the customer intent.

Create Outbound IVR over Flow

Navigate to the Moments module and click CREATE FLOW.
You can use a predefined Flow template or choose Start from Scratch to build your own and select Predefined Audience as your entry point. Existing users in the People module, either grouped or tagged will enter the flow.

In the example below, calls are placed to a predefined list of phone numbers when flow is initiated. An IVR message is played to the callee and later their inputs are collected to a variable. 
Depending on the variable value, the flow will transfer the call to a real agent. To make this happen, you need to specify the Start a Conversation action.

Conversations - Outbound flow


Having in mind the number of agents who will be answering calls, note that you should adjust sending speed. If there are no available agents at that moment, waiting strategy would be played to the caller.
Also, you can tag any conversation that you want to transfer to an agent. Use tags to hint the conversation topic to agents.

Conversations - Outbound flow tags

Both collected inputs and tags can be used for effective routing of conversations. 

Self-Service over Answers

Create Chatbot

Navigate to the Answers module and click CREATE BOT. Bots always start with inbound messages. You can create simple FAQ type of scenarios or more advanced AI-based chatbots. To enable the transfer of a customer to a real agent, you need to specify the Redirect to agent action in Answers. Any conversation transferred to agents has an option to get a tag for an effective routing or topic hint to agents.

Chatbots have the ability to transfer customer to agents automatically if they are not able to resolve the inquiry.

Once the conversation is transferred to an agent, all messages exchanged between the bot and the customer are shown in the conversation details so the Agent can see the customer intent.

View Chatbot Conversations

Chatbot conversations are conversations or parts of conversations exchanged between end users and an automated bot. Only chatbot conversations that have Start a conversation action defined will be visible in the Conversations module. All chatbot conversations will have a chatbot agent assigned. Chatbot name will be equal to the name of the Flow used to execute the chatbot conversation. To view chatbot conversations, Supervisors need to go to Conversations > All Work and select Chatbots view.

Monitoring Chatbot conversations helps Supervisors identify bottlenecks in the chatbot setup and improve the user experience. It also helps measure how many conversations still end up transferred to agents and for which topics specifically. This helps further predict the workload so the Supervisor can adjust agent shifts and training accordingly.

In case chatbots are unable to resolve customer queries, supervisors can select the Agent takeover action to transfer the conversations to an agent and assist the customers in a timely manner.
To setup a chatbot, go to Communicate > Flow and select channel and behavior. Read more on how to set up automated flows.

Connect External Bots

When you use an external bots solution to automate a part of the user journey, you can still connect it to the Conversations solution by triggering the transfer to agent action. The action will move the bot-to-customer conversation to the agent along with all the conversation history.

Bots are similar to Agents in the sense that they can have a conversation with customers by sending and receiving messages through an API endpoint.

Set Up External Bot

To configure a bot, go to Conversations in the Apps module and define the following as an admin:

  • Bot name - A unique name that will be visible in the bot conversations queue. It’s different from the existing Flow or Infobip bots.
  • Bot URL - The URL where all inbound messages will be forwarded to until the bot triggers the Transfer to the agent action.
  • The number for which the bot is configured - Any inbound message from customers to this number will be forwarded to the bot.
  • Conversation history - If checked, messages exchanged between the customer and the bot will be visible to agents once they take over the conversation. Otherwise, the Agent will not be able to view messages exchanged between the customer and bot.
  • Whether the bot is active or not

Optionally you can define the Session timeout parameter. This timeout is the time period in which the bot conversation session will expire if there are no messages exchanged by the end user.

NOTE

A bot cannot start a conversation. Conversations can be initiated by the end user only.

Receiving Messages

All inbound messages received on the defined destination number assigned to an active bot will automatically be forwarded to its webhook URL via the POST HTTP method with the conversationId parameter. 

Based on the threading mechanism, a new conversation is created or customer messages are added to an ongoing conversation.

Conversations are automatically assigned to the Bot. Bots are managed as special types of agents by the system.
Once a human agent takes over the conversation, all new customer messages are not sent to Bot webhook URL but rather shown to agent only.

Sending Bot Messages

To send messages from a bot, use our standard Conversation Messaging API. To do this, you must have the conversationId in the URL path and an identifier x-agent-id in the header. The conversationid parameter is used to keep track of messages exchanged between the end user and bot and later agent, while the  x-agent-id parameter is a bot identifier.

Transferring Conversation from Bot to Agent

There are two ways you can do this:

  1. Conversation can be transferred to an Agent by invoking the route endpoint.
    It will remove the bot as an assignee from the conversation, execute routing logic, and find the appropriate queue if any. If you’ve configured the auto-assignment, the conversation will be assigned to the first available Agent.
    The bot won’t receive any further inbound messages for this conversation and it won't be able to send any outbound messages.

  2. Conversation can also be transferred to the agent by invoking the update conversation endpoint, and passing the new agentId parameter. This way routing is avoided and direct assigning is committed.

Intent

You can set the customer intent by adding a tag to the conversation which can later be used for routing. Refer to the Add Tag to Conversation article for more information.

Conversation Metadata

Use Conversation Metadata to store and manage additional information. Conversations metadata provides context for Agents when taking over a conversation from a bot. It’s displayed in the Agent Panel so the end user doesn’t have to repeat the entire conversation they had with the bot when switching to an Agent.

Here’s an example of conversation metadata:
{ "Manufacturer": "Mazda", "Model": "CX-5", "EngineType": "Diesel", "EnginePower": 90.0 }

Refer to the Metadata article on our Infobip API developer hub for more information.

Biometry Authentication

Customer authentication is a common part of everyday processes in contact centers. It can be used to verify the identity of both existing and new clients. Using biometry for client authentication significantly improves reliability of positive identification, improves the overall process and customer experience.

Biometric authentication can be used in Conversations (when interacting with agents) and Answers (when interacting with chatbots, before switching to an agent).

To use biometric authentication, you need to complete the enrollment process Know Your Customer (KYC). During the process, customers must a provide a scanned ID with a picture and take selfie. To confirm the customer’s identity, data extracted from the document must match the data available in People. Once confirmed, customers will be able to use selfies as their authentication method.

When using OTT channels such as WhatsApp, Viber and other, the agent sends a message with the URL to the customer. The link leads to the authentication service that guides them through the process of scanning their ID and taking a selfie.

PREREQUISITES 

The prerequisite for using KYC is to have your customer’s data in People.

  1. Log in to the web interface and navigate to People > ADD NEW PERSON.
  2. Enter contact information and attributes. Enter Standard attributes and Custom attributes.

Custom attributes are:

First name

mrzFirstName

Last name

mrzLastName

Date of birth

mrzDateOfBirth

Document ID

mrzDocumentId

Document expiry date

mrzDocumentExpiryDate

Conversations - Biometry authentication - custom attributes in People

bioReferenceiD as custom attribute is automatically generated.

During the KYC process the data will be read from the document’s MRZ section. It should contain the same five fields to be matched to the fields already in People.

Only if all data matches, the customer will be considered as authenticated and they will be able to use selfies as their only authentication method in future communication.

Authentication Steps

  1. Once the conversations starts, the agent sends the authentication link.

Conversations biometry authentication chat

  1. Customer receives the URL and proceeds to authentication. When the customer starts the authentication process, the agent will see that the authentication is in progress.
  2. Once the customer has been authenticated, the conversation continues.

Conversations - Authentication confirmed