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, 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 temporarily pauses the AI agent, allowing you to handle the conversation directly.
In this mode, you can:
- Reply to the customer using text
- Send images or documents
- Guide the conversation personally
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.
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 any issues during an ongoing conversation, you can share the conversation by copy the chat link 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
The translate feature helps you understand messages in any language. You can also set your preferred language in your profile settings so that all conversations are automatically translated according to your choice.
