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 a 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 Active 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
    • Click on the 3-dot icon to select the action and change the priority
  • Change status
    • Click on the 3-dot icon to select the action and change the status
  • Change queue
    • Click the action to display a searchable list of available queues

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)

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.

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.

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 a conversations

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. 

NOTE

Please note that this feature is not available for the Voice channel at the moment. Currently agents cannot initiate voice calls towards end users.

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.

During the call, status messages are displayed within the messaging window reading area.
There are several types of events for which status messages are shown at this time:

Event type Message content:
Call started
  • time when the event was triggered
  • call direction (currently there are only incoming voice calls)
Call answered
  • time when the event was triggered
  • agent who answered the call
  • client's waiting time
Call transferred
  • time when the event was triggered
  • agent to whom the call was transferred
  • call duration
Call ended
  • time when the event was triggered
  • how the call ended (by caller or agent)
  • call duration

Conversations - Voice - Call types

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:

  • 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

During the call, status messages are displayed within the messaging window reading area.
There are several types of events for which status messages are shown at this time:

Event type Message content:
Call started
  • time when the event was triggered
  • call direction (currently there are only incoming voice calls)
Call answered
  • time when the event was triggered
  • agent who answered the call
  • client's waiting time
Call transferred
  • time when the event was triggered
  • agent to whom the call was transferred
  • call duration
Call ended
  • time when the event was triggered
  • how the call ended (by caller or agent)
  • call duration

Wrap-up Window

When a call is finished, 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. 

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

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

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 the next image.

 

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.

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 the Voice 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.

Waiting Strategy

NOTE

Currently available for the Voice channel only.

Being on hold can be frustrating for your customers so it’s important that you be 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 > Conversations module. Click the WAITING STRATEGIES tab. To define a new waiting strategy, click on the CREATE NEW button.

Conversations - Voice waiting strategy

Name your waiting strategy and define general information:

  • numbers that your strategy applies to
  • maximum waiting time

Subsequently you can set up one or more available options by clicking on them:

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

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

Conversations - Voice waiting strategy toggle buttons

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 Agents

NOTE

Currently available for the Voice channel only.

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

In order to start recording your conversations, navigate to APPS > Conversations module. Click the Recording tab. 

All numbers configured for use with Conversations will be shown on the list. You have the option to enable or disable recording on each number. Indicator of this status is also shown in the overview. Click on the number to access the configuration panel. 

Conversations - Voice - recording

Recording can be enabled or disabled by clicking on the toggle button. 
There are two available setup options: 

  • You can record all agents on the selected number which implies that all calls placed to that number will be recorded.  
  • You can define specific agents whose calls you would like to record.
    You need to add each agent manually (or use the add all agents option and exclude agents that you don't want to record if you have a large number of agents).

Conversations - Voice - record agents

You can review the recording setup for each agent.

Read more about our Recording feature.