Conversations Screen

Overview 

Thanks to the conversations screen, you and your team can easily keep track, organise and interact with the conversations that are taking place with your contacts.

From here you can:

1. Monitor all your conversations and take action when needed.
2. Download the transcript of the conversations.
3. Receive attachments (WhatsApp only)
4. When you select a conversation you can:
1. Move the conversation to another queue.
2. Tag a status on a conversation
3. Add phone numbers and other channel identifiers to the Webio blocklist
   
4. Close the conversation
   
5. Unassign a conversation assigned to yourself

Also when you open a conversation, the Action Panels on the left of the screen, provide you with:

1. General conversation information.
2. History of actions taken by your team on the conversation. (Change of queue or Status, notes, etc.)
3. Propensities, Entities and Conversational Highlights (if these features are enabled for your Organization)

Conversation screen video walkthrough

How to access a conversation

To access a conversation, click on the CONVERSATIONS screen, then select the queue from the drop-down menu at the top of the screen. All conversations stored in the queue will be displayed on the left side, click a conversation to access it.

The conversations marked in blue at the top of the conversation list are those that have recently been moved to the queue (regardless of whether the last message of the conversation was inbound or outbound). The remaining conversations are then sorted from top to bottom by those that received, as last message, an inbound one - from the oldest inbound message to the most recent - and then sorted by those that have, as the last message, an outbound one - from the oldest to the most recent one

How to search for a conversation

Quick Search

To quickly search through conversations, simply type the contact ID (e.g., phone number) into the search bar, then press the ENTER key on your keyboard. This will retrieve all the conversations that match your search criteria among all the queues you have access to.

Advanced search

To set the advanced search criteria, click on the FILTER icon and access the Advanced Search screen.

Now select your search criteria based on:

1. Contact Name
   
2. Customer ID
   
3. Queue
   
4. Organization
   
5. Conversation Status (Open/Closed/Erred)

Ensure you always select the dates of your search. 

Search criteria/results are set/returned depending on your organization's access level.

Interact with the conversation

When the conversation is not being handled by a bot, you can interact with it through the Chat Widget at the bottom of the screen.

When the conversation is managed by a bot, you can click on the notification message and then start interacting with it. 

N.B. this action cannot be undone and will stop the current bot interaction.

The Chat Widget allows you to use::

Free Typing

Type your message and hit the SEND button. (Blue button)    

Smart Phrases 

Start typing a phrase and you'll see Smart Phrases options appear based on the keywords you've typed.

Select the Smart Phrase you want to send. Edit it if necessary, and then click the SEND button.

Set up your Smart Phrases  from the Organization screen. Talk to an administrator if you don't have access to the Organizations screen 

Send Bot (Botlets)

Click on the Bots icon on the left side of the Chat Widget.

(You'll see the bots available for the channel you're using) Click on the bot you want to send to send it into a conversation.

Make sure that the botlet you want to send has the 'Sent To' field set to the same field name where you stored the contact channel identifier.

 

Message status & timestamp

Outbound messages display as:

1. Blue if sent by a User.

1. Grey if sent by a Bot.
   

The timestamp and delivery status are displayed below each message.

 

If needed, check the Failed Message widget on the Insights screen. (Talk to your admin if you don't have access to the Insights screen)

1. Click on to the Pie Chart to jump the the Failed Comms Dashboard.
   
2. Navigate to Analytics.
   
3. In the Error column you can check the message error type. 

Check this article to learn more about Message Outcomes (webio.com)

Sentiments Analysis 

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

Get real-time insights into how your conversation is progressing with this powerful NLP feature. Learn more about Sentiments Analysis here.

How to download the conversation transcripts

To download a PDF file with the conversation transcript, click the download icon, in the Chat Widget.

Conversation settings

To access the Conversation Settings, click the three dots at the top of the Conversation screen.

From here you can now:

1. Move the conversation to another queue 

2. Set a conversation status 

3. Add numbers to the Webio Blocklist

4. Close the conversation

1. Closing the conversation will simply remove the conversation from the queue. (In case you want easily to retrieve these conversation in future, we advise to move them to a dedicated queue rather having them closed)
   

5. Unassign yourself from a conversations 

1. Unassigning the conversation from yourself will make this conversation visible again to other agents that have access to the Queue.
   

Action Panels

The Action Panels (On the right-hand side of the screen) provide you with all the tools you need to successfully manage a customer conversation. Learn more about Action Panels here.

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