Action Panels

Action Panels

Overview

When you open a conversation in the Conversations screen, the Action Panels (on the top right side of the screen), provide you with tools and information to maximize your team's productivity and streamline the way the conversation is handled.


General panel

For outbound campaigns, the data you've uploaded from your campaign file will appear here. For inbound campaigns, instead, you'll see default system information

Entities Collected

Entities are currently released to selected clients, if you want to get involved get in touch with us at info@webio.com
Once the Entity Collection feature is activate on your organization, you will be able to create campaigns that, using the WebioFlow A.I. engine, will analyse the conversation flow to collect useful information and store them in the panel on the right side of the conversation.
Entities currently available for collection are:
  1. Dates 
  2. Numbers
  3. Amount Of Money
  4. Names
  5. Phone numbers
  6. UK postcodes

Conversational Highlights

Conversational Highlights is currently released to selected clients, if you want to get involved get in touch with us at info@webio.com
Improve agent efficiency and customer satisfaction by allowing Webio users to visualize the highlights of a conversation. With this powerful feature, agents can easily identify and review important elements of a conversation. By continuously analysing the chat, the A.I. will identify critical information, such as entities and intentions, thus creating a summary of the highlights of the conversation. This allows agents, even if they are newly assigned to the conversation, to quickly understand the context and provide the necessary assistance without keeping the customer waiting.


Propensity Studio

Propensities is currently released to selected clients, if you want to get involved get in touch with us at info@webio.com

Once you've activated Propensity Studio on your organization, you'll be able to set up Campaigns analyzed by our A.I. engine and view your contacts' propensities in the panel on the right side of the conversation. Thanks to Propensity Studio, you will be able to predict the progress of the conversation in advance and propose appropriate solutions to the contact's needs. 


To activate Propensity on a campaign, click into the campaign and select the desired Propensity Model. 
  1. On New UI

  1. On Old Ui 


Notes

Webio users can leave a note about the conversation. The note is not visible to the contact, however Webio users with access to the queue and conversation will be able to view the note.
Write your note then hit SAVE NOTE.

Activity

The Activity panel, displays the details of the conversation activity, such as who is assigned to the conversation or change of queue.  


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