Conversation Area

The Conversation Area is where you manage all interactions with your customers. It displays messages from customers, AI agents, and human agents in a single, easy-to-follow view, allowing you to seamlessly monitor and participate in conversations.

Here, you can take over chats from AI agents, format your replies, reply to customers in their own language, communicate privately with other agents, and access a variety of tools to manage conversations efficiently.

Take Over Chat

When the AI agent's response is unclear or requires human intervention, you can take over the chat. To take over the chat from the AI agent, simply click "Assign to Me". This pauses the AI agent, allowing you to handle the conversation directly.

In this mode, you can:

• Reply to the customer with plain or formatted text
• Reply in the customer's language using Message Translation
• Send images or documents
• Guide the conversation personally

Text Formatting

Your replies are not limited to plain text. Select any text in the message composer to open the formatting toolbar, then choose a format to apply:

• Bold
• Italic
• Underline
• Strikethrough
• Superscript and subscript
• Link

Message Translation

When translation is applied to the conversation, you can reply to customers in their own language. Type your message as usual, and AskYura translates it into the language you choose before you send it. See Replying in the Customer's Language for step-by-step instructions.

Whisper

Use Whisper to communicate privately with other agents participating in the same conversation. This feature can also serve as a personal notes area for your reference without the customer seeing your input. Messages sent in whisper mode will not be shown to the customer.

Mentions in Whisper

While writing a whisper message, type @ to open the Mentions list. You can tag an individual agent, or mention an entire team (e.g. Support team) to notify everyone in that team at once. The mentioned agent will receive a "Whisper Mentioned" notification.

Action Tools

Additional conversation actions can be accessed from the More menu. You can open this menu by clicking the kebab button (⋮) inside the conversation area.

Transfer Conversation

Hand over an active conversation to another human agent using the transfer feature. The receiving agent will be notified (depending on their notification settings) and can choose whether to accept or decline the transfer. Since each conversation has a single assigned agent, this feature ensures a smooth handover whenever you need to pass ownership to another agent, maintaining continuity and preventing any disruption in the customer interaction.

Create Ticket

Quickly create a ticket from the conversation to address customer issues efficiently and track their resolution. Every ticket created from a conversation will include a snapshot of that conversation, giving the agent handling the ticket full context and ensuring they understand the history before taking action.

Copy Conversation Link

If an issue comes up during a conversation, copy the conversation link and share it with your team to escalate the case or discuss it internally. This makes it easier for your team to review the conversation history, identify the root cause, and determine what improvements need to be made.

Leave Conversation

If you are not the assignee of the conversation, you can leave without disrupting the ongoing chat between other agents and the customer. However, if you are the assigned agent, you must transfer the conversation to another agent before leaving to ensure continuity and prevent the conversation from being left unattended.

Apply Translation

Translate customer messages into your preferred language so you can understand conversations in any language. Once applied, this option changes to Turn off Translation. See Translation for everything translation can do.