Conversations over Web Interface

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 conversations. The status reflects several things, however, it's important because that way the Supervisor can track and manage team capacity in real time.

To change the status, the agent should go to User profile > Choose status. The default status is Offline and the Agent can change this status any time.

Available statuses are: Active, Busy, Offline, and Away.

The Agent panel consists of two main areas:

  • MY WORK - The panel shows all conversations an agent is currently working 

  • 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.

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

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

    1. 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.

    2. Global - This is 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.

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. 

Global views - a set of views visible to all users. Supervisors can create and manage views that they consider will help their agents manage their 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

The agent can open a conversation by clicking on it or assign it to himself by clicking on the three dots (which appear on hover).

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 Manage Queues article.

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

The users often need a way to modify several conversations at once (e.g., the agent is on sick leave so all their items 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 one of these actions, either check the upper left checkbox which selects all the conversations on the list or select the checkbox next to the specific conversation. Once you've selected the check box, bulk actions appear in the top right corner.

Change the conversation status

My Work Panel

MY WORK is the main agent dashboard where the agent can:

  • Check conversations assigned to them

  • Check details about each conversation

  • Manage conversations and conversation details

  • Create new conversations

On the left side, the Agent can see the list of conversations assigned to themselves. 

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 on top).

My Work panel preview in Conversations

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

  • Timestamp of the last received message
  • Customer name
  • Preview of the last received message

The conversation 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 do not appear on the list.

NOTE

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

When a conversation contains an 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, messages can be part of one continuous conversation.

When a customer message is received for the first time, conversation will be 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 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.

Download conversation history

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.

download conversation history - export

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

Conversation Parameters

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 (with 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 Target module
  • Gender - If associated with person in the Target module
  • City - If associated with person in the Target module
  • Country - If associated with person in the Target module

More customer details can be found using the View and Edit link in People. The 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 Target (People profile) 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 - People as context card - basic information

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 - People as context card - Additional information

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

Conversations - People as context card - open conversations

No matter 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.

Channel

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 platform - infobip

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.

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.

Start a New Conversation

Sometimes, Agents have to start a new conversation which means they need to send a message to the customer first. Click + and specify the following:

  • From which channel and sender message will be sent

  • To whom the message will be sent (name of customer which must exist in People or contact address like MSISDN)

  • Channel and contact address in case the recipient has more than contact one associated with their profile 

  • Message content 

Use the Start a conversation option to either create a new conversation or continue the thread within an already ongoing conversation.  

Conversations - Start new conversation

 

The system automatically validates if there is any ongoing conversation between the sender and the recipient. If there is, then the system doesn’t allow a user to create a new conversation and thus prevents multiple parallel conversations and enforces correct threading of messages.  

These are the scenarios:

No existing conversations

User can create a new conversation. 

Pre-existing conversations assigned to the logged in agent or unassigned.

The user is prompted to view the conversation and continue the communication with the customer if it is relevant to the ongoing topic. 

Pre-existing conversations assigned to another agent.

The user is notified that a new message cannot be sent, nor a conversation started with this customer as another agent is already exchanging messages with the same customer. The user can contact the other agent and agree on the next course of action: conversation transfer, another agent sends the new message toward the customer or a new message is sent only after an ongoing conversation is finished depending on the topic and the content to be exchanged. 

Make a Call

Also, sometimes agents need to call the customer first. Conversations offers the option of making a call to your customer's phone number.

To do that click + inside the MY WORK panel to start a new conversation and specify the following:

  • In From field select one of the available Voice numbers. For the number to be shown in the list it needs to be configured for Conversations. Read more on how to configure numbers.
  • In To field you need to specify to whom you will make a call. You can do that by searching and selecting some of the contacts from the People data platform or by typing in a new number and adding it.

Conversations - Make a call

Use the START CONVERSATION button to create a new conversation thread.

The system will validate if there is an ongoing conversation and if there is, will offer the following scenarios:

  • Pre-existing conversations assigned to the logged in agent or unassigned.
    • agent is prompted to view the conversation and continue the communication with the customer if it is relevant to the ongoing topic. A follow-up call can be initiated if needed.
  • Pre-existing conversations assigned to another agent.
    • agent is notified that a new call cannot be initiated, nor a conversation started with this customer as another agent is already communicating with them. The next course of action needs to be agreed between involved parties: conversation can be transferred; another agent can make that call or ongoing conversation can be closed.
  • No existing conversations
    • New conversation will be created.

Call from the agent towards the customer will be initiated and a call pop-up window is shown.

Conversations - Call window

After the customer has answered the phone, a new pop-up with call controls will be displayed.

Conversations - Answered call

When the call ends, a wrap-up window is shown where the agent can enter specific call details and other relevant information pertaining to the agenda of the call.

Receive Messages

When a message arrives, the conversation is created, or the message is added to an existing conversation. The message content is visible within the messaging window. The messaging window consists of reading and writing area.

The reading area is where all messages are shown in a way that the agent can see:

  • Message content
  • Sender’s name (names in black are end-users, names in blue are agents – also marked as (Me) in case the agent is also the user viewing these conversations)
  • Time when the message was received
  • Message channel icon
  • Internal notes 

Messages can be public (both agents and the customer see them) and internal. Internal messages are notes that agents can write within the message window but the customer cannot see them. They can also be used as quick reminders or as tips and tricks for other agents.

Receive Calls

Calls can be placed to phone numbers or they might originate from an application. It can be either audio or video. 

When a call is received, a new conversation is created, or the call is included to an existing conversation. 

You can receive only one call at a time. To receive the call, you must be logged in the Conversations web interface, have an Active status and be in the queue that the call (conversation) is routed to. Agent is considered as unavailable while in wrap-up time. Read more on wrap-up under the Wrap-up Window section.

When call is routed to you, you will hear a ringing sound and an incoming call pop-up window with the caller's name will be shown in the Agent panel. This will happen if the search based on the phone number in People is successful. Otherwise, only the phone number will be presented to you.

The pop-up window will also enable you to answer or decline the call. 

Conversations - Voice - Incoming call pop-up

Audio Call Options

After you have answered the call, the pop-up will display the following call options:

Conversations - Voice - audio call options

  • Mute - enables you to turn off (or back on) the sound on your end of the conversation
  • Transfer call 
    • At this time only blind (cold) transfer is supported. This means that the call is not announced prior to the actual act of transferring.
      The agent you selected to receive the transferred call will ring and will be able to either accept or reject it.
    • To transfer the call, you need to: click the Transfer button and type in the name or select the agent from the available drop-down menu (only agents from the same queue can be selected). Then click the Transfer button.
    • The call transfer will end the call on your side. The caller will hear the ringing sound while being connected to another agent. 
    • The wrap-up window will be shown.

Conversations - Voice - transfer call

  • Hang up - will end the call for both parties.

Video Call Options

After the call has been answered, a pop-up window with the video will display:

Conversations - Voice - Answered call video window

If you hover over the video you will be able to turn volume up or down as well as to switch to a fullscreen mode.

Also, you will have the following video call options available:

  • Call initiated - informs you that the call has started and at which time
  • Mute - enables you to turn off (or back on) the sound on your end of the conversation
  • Transfer call 
    • At this time only blind (cold) transfer is supported. This means that the call is not announced prior to the actual act of transferring.
      The agent you selected to receive the transferred call will ring and will be able to either accept or reject it.
    • To transfer the call, you need to: click the Transfer button and type in the name or select the agent from the available drop-down menu (only agents from the same queue can be selected). Then click the Transfer button.
    • The call transfer will end the call on your side. The caller will hear the ringing sound while being connected to another agent. 
    • The wrap-up window will be shown.
  • Hang up - will end the call for both parties

Conversations - Voice - answered video call

Wrap-up Window

When a call is finished, agents might need to write some notes or summary of the call before closing the conversation. Here's where a wrap-up window will be shown. It enables you to write a brief report that contains the most important information of the call. This summary can be reviewed later if needed. 

To define the default time retained for this activity navigate to APPS > Conversations > Conversations module.

Click the Call Wrap-Up and set the value.

While the wrap-up window is active, the wrap-up time will be running. Default wrap-up time is 30 seconds and it can be adjusted on system or agent level. While in wrap-up, agent is considered busy. The wrap-up time ends when the window is closed. If 30 seconds is not enough to complete your notes, you can click on the +MORE TIME button which will add 10 seconds to your wrap-up time. 

Before you close the wrap-up window, you can also set the conversation status. If the conversation is not marked as closed, any additional communication initiated by the same person will be routed and appended to this conversation. 

Conversations - Voice - wrap-up

Adjusting Call Wrap-Up

Not all agents handle the same types of calls, nor do they have the same abilities so that's the reason the wrap-up time can be adjusted on Agent level. 
To make this change, navigate to APPS > Conversations > Conversations module.

Click the Agents tab and select the agent. Then adjust the values based on your needs in the Call Wrap-Up tab.

Conversations - Set wrap-up for agent

Making a Follow-up Call

After you have been contacted by the customer, you can also call them back.
Change channel to Voice, select the number and use the START A CALL button shown in the reply message box.

Conversations - Voice - follow-up call

Initiate Call to Agent's Personal Phone

There are cases when country regulations do not permit calls to be established over the internet, and there are cases when you are not sure that agents have stable internet connection -and Conversations can help mitigate these obstacles. Conversations offers the option of connecting your customers to the agent over phone calls only.
To have this feature enabled on your account, please contact your Account Manager.

Set Up Agent for Phone Calls

To be able to call the agent on their phone, the system needs to have information about their phone numbers. Agent phone numbers are used for internal routing and are not exposed to customers they are connected to. 
To enter the phone number of the agents, navigate to APPS > Conversations > Conversations module. Click the Agents tab and select the agent(s).
Enter agent’s number in the field under their name. 

Conversations - Add agent's phone number

Agent Experience

When call center in Conversations is configured to connect agents on their phone numbers it still preserves all functionalities as when agents are connected to the internet, the only difference being the call itself is not connected inside the application.

Receiving a Call

When a call is received, a new conversation is created, or the call is included to an existing conversation. Call is placed to agent's phone and when they answer they will be connected to the customer. Agent stats are adjusted here, and events are logged as well. After the hang-up from either side, the call ends and the wrap-up window shows up.

Making a Call

To call the customer Agent needs to Click + and specify the following:

  • In From field select one of the available Voice numbers. For number to be shown in the list it needs to be configured for Conversations. Read more about how to buy numbers and configure numbers.

  • In To field you need to specify who the call will be placed to. You can do that by searching and selecting some of the contacts from the People module or by typing a new number and selecting the Add option. 

Use the Start a Conversation button to create a new conversation.

If there are no existing conversations, a new thread will be created where calls can be initiated.

Conversations - Start call

Firstly, the call is placed to agent's phone number. After the agent picks up, the call is considered to be started and is then placed towards the customer. 
Once the customer answer the phone call, they are connected to agent at that time. 

Conversations - Connect agent to customer

After either side hangs up the call will end and wrap-up window shows up. All events are logged and shown to the customer. 

Event type Message content
Call started
  • time when the event was triggered
  • call direction (currently only incoming voice calls are possible)
Call answered
  • time when the event was triggered
  • agent who answered the call
  • client waiting time
Call transferred
  • time when the event was triggered
  • agent to whom the call was transferred
  • call duration






























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Call ended
  • time when the event was triggered
  • how the call ended (by caller or agent)
  • call duration






























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Send Messages

Conversations support more than one channel so the agent can choose which channel to use to reply to the customer. If the customer has more than one channel or more numbers per channel associated, the agent will have all the numbers available within the drop-down menu.

By default, the last channel used within the conversation will be preselected. To send your message, type the message content and click SEND MESSAGE. To write an internal note, click Internal in the bottom right corner.

For sent messages users can see:

  • Delivered status for agent messages are now available for all channels
  • Seen status is available for Chat Apps and Live Chat
  • Rules made by customer apply here as well (hide when I read) 

Conversations - send message seen status

Rich Media Content

Customers can send rich media (depending on channel specific policies) and rich media will be rendered in a way that agents can read it. Supported rich media: images, files, video, audio, location.

Messaging window supports different message formats depending on the channel capabilities:

 

SMS

Viber

WhatsApp

FB

emoji

YES

YES

YES

YES

bold

NO

NO

YES

NO

italic

NO

NO

YES

NO

underlined

NO

NO

NO

NO

location

NO

YES

YES

YES

sending media files NO YES YES YES

Media Files

Supported media file formats and maximum size:

Media type

Size

File format

image

5 MB

JPG, JPEG, PNG

audio

10 MB

AAC, M4A, AMR, MP3, OGG, OPUS

video

10 MB

MP4, 3GPP

document

10 MB

PDF, DOC(X), PPT(X), XLS(X)

Supported message length depends on the channel and the values are listed below:

Channel

# characters

Comment

SMS

160

More than 160 characters is possible, but the message will be charged as two (or more) separate messages (depending on how many times 160 characters are used).

WA

1000

 

Viber

1000

 

Depending on which browser and operating system your agents are using, they may or may not be able to listen to audio messages sent by customers.
Below is a list of supported audio (and video) formats available per OS and browser:

   

AUDIO

VIDEO

AA4 M4A AMR MP3 OGG OPUS MP4 3GPP

WINDOWS

LINUX       

MAC

 

CHROME

OK

OK

-

OK

OK

-

-

OK

-

OK

OK

-

OK

OK

-

OK

OK

-

OK

OK

-

AUDIO ONLY

OK

-

WINDOWS

LINUX

MAC

 

FIREFOX

OK

OK

-

OK

OK

-

-

OK

-

OK

OK

-

OK

OK

-

OK

OK

-

OK

OK

-

AUDIO ONLY

OK

-

WINDOWS

IE

- OK - OK - - OK AUDIO ONLY
WINDOWS EDGE OK OK - OK OK - OK OK
MAC SAFARI - - - - - - - -

Location Sharing

To share a location, click the Location icon and then type in the name of the location. Click SHARE LOCATION to send.

Conversations - share a location

Conversations - Share your location

Templates

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.


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 a WhatsApp 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.

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 - Messenger tags

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:

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

The templates pop-up opens to search for a specific 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:

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

Tags

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 an easily search through templates by a specific topic.

Change Channel

While having a conversation with a customer, agents can agree to send information through a different communication channel due to several reasons: the customer doesn’t have internet access, content you wish to send requires rich media support, customer prefers communication over a specific channel, etc.

You can change the communication channel by click on the channel drop-down menu above the reply message box. Any new messages from the same customer as well as contact addresses will be automatically added to the same conversation until the conversation is marked as closed.

Conversations - Change Channel

NOTE

When you select Voice as the channel, the START A CALL button will be shown in the reply message box.

Search Messages

Search option helps the agent with a specific segment or a sentence within the conversation. Search results are not case sensitive. Additionally, the list of potential search results is immediately displayed as you are typing.

To open the conversation you're looking for, hover over the message and click Jump to message.

Search conversations

Merge Conversations

Agents can merge two conversations with the same customer, in case both conversations address the same topic and are identified as the same customer.

Here's an example:

The customer sent two messages from two distinct contact addresses (one message from number 12345 over SMS and another over WhatsApp from the same number asking for white shoes) and as a result, you now have two separate conversations.

When checking the customer conversation history, the agent figures out that both conversations are about the same topic (shoes) and decides to merge them into one conversation

Once the agent merges the conversations, here's what happens:

  • All messages from both channels are visible, grouped under same conversation and timestamped.
  • Conversation queue, summary, topic, and priority from the current conversation are kept.
  • A tag that was in one of the older conversations will be transferred to a new conversation (it will be added on top of the existing tags).
  • Any new messages from the customer contact addresses used will be automatically added to the same conversation until the conversation is closed.
  • If surveys were triggered from both conversations, only the most recent one will be retained

Conversations - Merge conversations with customers

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.

Conversations - Sentiment Analysis feature

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

Sentiment analysis feature in Conversations

Enable sentiment analysis for your conversations by navigating to Apps > Sentiment and turning the toggle on for Conversations. 

Conversations sentiment analysis

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.

Search Conversations

Global search looks for keywords across conversations, messages, and customers. The results are listed in those three groups.

When you search the conversations, results include channel icon, conversation name, customer name, and their last activity. To browse conversations from these results, click on one of them.

When you search the customers, results include the customer icon, customer name, available channels, and their last activity. To find more details on a particular customer, click on them and a side panel will open. Hover over it and click the icon to find this customer in the Target.

Coversations - Infobip platform - search conversations

Agent Experience in Live Chat

In this article, we explain in a bit more detail the agents' experience with Live Chat in Conversations. More importantly, it will give you a better insight into how anonymous visitors and authenticated customers are shown in Live Chat.

Live Chat in web interface - Conversations thread - agent experience

Customers visiting your website or using the mobile app can be classified into two types: 

Anonymous visitor – An unidentified customer. It can be an existing customer or a potential customer who opens the chat widget and starts a conversation. 

Authenticated customer – A customer who has logged in at your website or mobile application and can be identified as your customer within your information system. 

Anonymous Visitors 

Visitors are website users who haven’t been identified because they didn’t log in. Although, Live Chat can remember visitors within the chat session and associate it with a visitor ID.

This goes even for cases where a conversation was closed, and the same visitor started another conversation. The customer card will still contain the entire conversation history and their previous requests for this visitor. That way the agent can see the backstory and have an overview of the visitor’s previous questions.

Learn more about anonymous visitors.

Authenticated Customers

Authenticated customers are the known customers who have logged in to your website.

Lear more about authenticated customers.

Authenticated customers can be grouped in two ways:

  • Person exists in PeoplePerson doesn’t exist in People
  • Authenticated Customer With No Person in People 

Authenticated Customer With No Person in People

This is an authenticated customer who has not been entered as a profile in People. This means, that this customer and their email address (which is used a key identity) do not match anyone in People.

Here’s how the conversation with such a customer looks like:

Live Chat - Conversations - agent experience - talking with person who is not in People

Authenticated Customer as Person in People

This is an authenticated customer who has their profile in People. When such a customer starts a conversation on your website, you can rely on People to provide you with additional information about this customer. For example, then you will know their first and last name.  

Here’s how the conversation with such a customer looks like:

Live Chat - Conversations - agent experience - person is in People

However, sometimes, you might not have a first or last name entered in People. If this is the case, then Conversations will use the provided key identification.

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 – which are predefined and have automation logic based on agent’s activity or workload
  2. Custom statuses – allow 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 the supervisors can track how they 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 really in the status they set themselves in.
For example, if an agent sets themselves in the Available status but the system notices that their browser doesn't have Conversations opened, 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 and Statuses

For the Voice and Video channel there is an additional logic involved. In order to receive, accept and have a conversation and later wrap it up, an agent will undergo several statuses.

This logic includes the following 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

Video and Web and In-App Calls Setup

Please refer to the Web and In-App Calls setup documentation for guided information on how to use this channel in Conversations.

Customize Call Link

Call link feature enables efficient support without the need for being physically present in the same room.
You can have video or audio chat with your customer in just a few clicks and you don't need any web or mobile application development effort.

Agents can use the Call link feature to create and send web links that your customers can access and initiate a call towards your Conversations contact center. 
This can be an audio or video call, depending on your customers' requirement as well as your configuration.

To set up and configure a call link, navigate to APPS in the web interface, select the Conversations tab, and then open the Call link tile on the far right side.
Here you can change design elements of the user interface for your customers' web page view and define desired contact center performance associated with it.

Configuration page has two sections:

  1. Right section is used for configuration and setup

  2. Left section shows a preview of changes displayed on customers' web view link.
    This section has two tabs that represent web and mobile views of the page.

Inside the configuration panel you can define four segments.

In the first one you can define the following:

  • Your Contact Center Name - this is a header title that can uniquely represent your contact center and brand name when customer access the web link

  • Link type - used for link access control. Depending on your selection, generated links can be used to either make one call or be valid within a specific time-frame that you can set in the expiration link fields. Timed links can be valid from the moment they were created for a predefined default period of time that you can set up under the expiration link or you can use the time-frame link which will give agents the option to define them every time a link is generated.

Calls - Customize call link

The second segment is how you want the page to look like when shared with your customers, and you can choose from various options to showcase your brand.
Upload your company logo to be shown in the header next to the contact center name, and choose primary, background and text colors to be used as design style.

Calls - Call link theme

The third one is the messaging segment where you can craft welcome messages for your customers:

  • Welcome message - shown to customers to welcome them when they access the link at the once it is active and can be used to place calls

  • Inactive time message - if the time-frame link is configured, your customers may try to acccess the link before the defined start tim - this message will be shown in such situations

  • Expiration message - if your customers try to access the link that's no longer valid because the activity period has expired or has already been used as a one-time link, they will see this message.

All messages have generic predefined wording as default which you can change per your preferences.

In the last segment you can set up call controls - choose whether you want audio calls only, and decide on the routing logic: calls can be routed to the agent who shared the link or you can use the default routing logic.
Finally, you can choose to use your domain in the link generation. Enter the URL you would like to use, then copy the CNAME link and use it to configure this URL on your DNS server.
After our platform detects that change, we will show that the new link has been validated.

Create and Send Call Link

Agents can use the Call link feature as a fast and simple way to engage your customers in an audio or video call. 
They can create and send branded customized web links that your customers can access and use to initiate audio or video calls towards the Conversations contact center. 

Links can be created for existing conversations as well as new ones. If calls are to be scheduled, time-frame input from agents are required.

Create Call Link for Guest Conversations

Agents can create call links unrelated to existing conversations. To do that agents need to click on the 3-dots menu in the Conversations window and choose the Generate call link option.
If the link type has been configured as time-frame, then agents will be prompted to enter the user's identity as well as the link validity period in a pop-up window.

User's identity will be shown as caller to the agent on the incoming call. If their phone number is used as identity, the call will be matched to user's data in the People module which is when name and last name derived from People will be displayed.

In cases with the one-time lik or expiry link, a pop-up window will prompt the agent to enter only the user's identity.

In both cases if you click on the Generate button, a link for the call will be created. 
The link can be copied to clipboard and shared with the customer over any available channel.

Create Call Link from Existing Conversation

If an agent is already engaged with the customer in an existing conversation via one of the available channels and they want to create and share the call link, agents can use the Generate call link icon in the message box.

Calls - Generate call link from existing conversation

If the link has been configured as time-frame, then the agent will be prompted to enter the link validity period in a pop-up window.

Clicking on Generate will create the link.

And if the link type has been configured as one-time or expiry, the link will be generated automatically upon clicking the Generate button.

Agents can send the link immediately or copy it and send it as part of the next message intended for their customer.

After the customer has received the link, they will be able to access the web page in line with steps explained in the Call link configuration and setup.
When they make a call using this link, agent will receive the call in the Conversations panel.

Waiting Strategy

NOTE

Currently available for Voice and Video channels 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.

Apps - Select 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

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 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 you are using as well with 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

Uploaded files can also be deleted.

Recording

NOTE

Currently available for the Voice channel only.

You might need to record the conversations your agents have with your customers: whether is it to adhere to regulatory law requirements, ensure quality, increase operational efficiency or any other reason. 

To set up and enable recording in conversations, navigate to APPS > Conversations module and click the Recording tab. 

Calls - Set recording

First, adjust the default recording settings. Note that these settings can only be changed if the recording button is disabled. 
Currently you can you choose to record:

  • only inbound calls (those the agents answer)
  • outbound calls (the ones where agents actually call the customers)
  • or you can select both.

After you have made your selection, enable the recording by moving the toggle button. Afterwards, recording with this setup can be activated per every agent.

Calls in Conversations also have video enabled. By default, video calls are recorded and stored in Infobip cloud storage as high quality streamable files. These cannot be downloaded.
Use the Video configuration section to adjust this default setup where you can choose one of the following options:

  • Record audio only - if you do not want to record the video part of your communication but rather voice only. Voice recordings can be downloaded by default.
  • Enable download - select this option if you want to download video recordings. This is mandatory when storing the recording files on your FTP server. 
    Bear in mind that preparing video files for download can take some time which also may vary on the file duration as well as service load and your internet connection.

File Transfer Protocol (FTP) section is where you can configure and enable the option to upload recorded files to your platform. You need to have the FTP server already configured before you enable this option.
FTP configuration can be accessed through the configuration part once you are in the Recording section inside the APPS page:

Calls - FTP configuration

We highly recommend that you use the 'Failover to Infobip storage' option as a guarantee that the files will be saved in case your platform runs into an issue or is not available at that moment. Bear in mind that if this failover is used, your files will be saved on Infobip cloud.

After you have completed your FTP server configuration, use the Upload recordings to FTP toggle button to enable this option.
Call recording will have started in accordance with your configuration after you have pressed this button. If need be, you can adjust the recording setup for every agent.

Agent Recording

To activate recording per agent, navigate to APPS > Conversations > Conversations module.
Click the Agents tab. Whether the recording is enabled or disabled will be indicated by ON or OFF designations in the Recording column.

Conversations - Show agent recording

To change this setting for a specific agent, click on that particular agent and in the Recording section move the toggle to Enabled/Disabled per your preferences.

Conversations - Enable agent recording

Alternatively, if for any reason you need different settings for this agent, before you enable recording, make sure to choose Custom recording type and adjust settings.

View Recordings

Once recorded, you can view these files via Infobip web interface and API
On the Recordings page of the web interface you will see a list of audio and video files and multiple filters that will ease your search for a particular file.
Read more about recorded files to better grasp what you can do with each option.

Telegram

Being one of the most popular messaging apps and used worldwide, Telegram is a new channel available in Conversations and agents can use it to communicate with customers. Currently agents can send and receive the following:

  • Text

  • Images

  • Documents

  • Audio

  • Video

If a user contacts the support over the Telegram channel, their data can be stored in the People module and used later on.
Due to Telegram’s business model, agents cannot start a conversation over Telegram, it needs to be initiated by customers.

To enable Telegram as a channel in Conversations check the official in-depth Telegram page on our documentation hub.

Google Business Messages

Google Business Messages is another channel available in Conversations which agents can use to resolve customers’ issues over their channel of choice.
For the time being, agents can send and receive the following:

  • Text

and

  • Image

If a user contacts support via the Google Business Messages channel, their data cannot be stored in the People module since the identifier used to communicate has a short validity period.
Due to Google’s business model, agents cannot to start a conversation over Google Business Messages, it needs to be started by customer.

To enable Google Business Messages as a channel in Conversations check the official in-depth Google Business Messages page on our documentation hub.