Conversations Screen

Overview 

The Conversations screen enables you and your team to efficiently track, organize, and interact with ongoing conversations with your contacts. From this screen, you can:

1. Monitor conversations—both assigned and unassigned—and take action as needed by sending simple messages or automated bots. (Admins can view and manage assigned conversations as well.)
   
2. Download conversation transcripts for reference.
   
3. Send and receive attachments via WhatsApp and Webchat.
   

When you select a conversation you can:

1. Move the conversation to another queue.
   
2. Tag the conversation with a status.
   
3. Add phone numbers to the blocklist.
   
4. Close or reopen a conversation (retrieved via Simple or Advanced Search).
   
5. Unassign a conversation assigned to yourself (making it visible to other users, as non-admin users typically cannot see each other’s assigned conversations).
   

Additionally, upon opening a conversation, the Action Panels on the left side of the screen provide:

1. General conversation information.
   
2. A history of actions taken by your team (queue/status changes, notes, etc.).
   
3. AI powered insights such as Propensities, Entities, and Conversational Highlights (if enabled for your organization).
   

Conversation screen video walkthrough 

Please enable Auto Generated CC/SUBTITLES

Accessing conversations

To access a conversation, log to Webio, click on the CONVERSATIONS. You will land on the Conversations screen, select the queue from the drop-down menu at the top of the screen. ( If needed use the search bar at the top of the list option to search a queue by name). All conversations stored in the queue  will be displayed on the left side list (depending on your organization's access level you might not see conversation already assigned to somebody else). Select a conversation (left mouse click) to access it.

Learn more about Conversation Card elements & Order and colouring of the conversations (webio.com)

How to search for a conversation

Search criteria and results are determined by your organization's level and account role. Admins can view all assigned and unassigned conversations that match the search criteria, while agents can access only their assigned conversations and unassigned ones. Results may also include conversations stored at a child organization level. Additionally, some advanced search criteria, such as organization selection, are available only to admins and not to agents.

Simple Search

To search for conversations associated with a specific phone number, enter the number into the search bar and press the ENTER key on your keyboard. This will retrieve all matching conversations across the queues you have access to, including those from sub-organizations.

Advanced Search

Click the FILTER icon to access the Advanced Search screen and configure your search criteria.

You can search by:

1. Contact Name
   
2. Queue
   
3. Organization
   
4. Conversation Status (Open/Closed/Errored)

Ensure you always select the dates range of your search at the bottom and also at least one of the criteria listed above.

Interact with the conversation

When a conversation is not managed by a bot, you can interact using the Chat Widget located at the bottom of the screen.

If a conversation is managed by a bot, you can click on the notification message to stop the bot automation and send a manual message. Note: This action cannot be undone and will end the current bot interaction.

The Chat Widget enables you to use:

Single Send

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

Send & Receive WhatsApp or Webchat Attachments  

For conversations on WhatsApp or Webchat, you can send and receive attachments. To send an attachment, click the Attachments button, upload your image or PDF file, compose your message, and then press the blue Send button. Sending attachments on Whatsapp & Sending attachments on Webchat

Smart Phrases 

As you start typing a phrase, Smart Phrase suggestions will appear based on the keywords you’ve entered. 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. If you don’t have access to this screen, contact an administrator for assistance. 

Send Bot (Botlets)

Click the Bots icon on the left side of the Chat Widget to view the bots available for your current channel. Then, select the bot you want to send, and it will be sent to the conversation.

If the botlets is failing, ensure that the bot you want to send has the 'Sent To' field set to the same field name where the channel identified (E.g. phone number) it is stored.

 

Conversations Cards Elements, messages timestamps and statuses.

Learn more about conversation cards elements, messages timestamps and delivery status - https://knowledge.webio.com/portal/en/kb/articles/conversations-screen-elements

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

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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). Once the conversation is closed it can be retrieved via simple search or advanced search and reopened. (Provided the retention period - defined by you- is not expired).
   

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. (N.B. Admins have visibility on both assigned and not assigned conversations)
   

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 them here.

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