Conversations screen elements

Conversations screen elements

Overview

When you are on the Conversations screen and you select a queue, the list of conversations stored into it is displayed on the left side of the screen.



Selected Conversation

Once the queue is selected, clicking on a conversation cards will open the selected conversation in the center of the screen. The highlighted border around the card (On the list), indicates that it is the conversation you have open in the middle of the screen.



Info
Also, the borders of the selected conversation card can be displayed as follows:

Orange: If the last message in the conversation is an inbound one, and if the last message in the conversation is an inbound one and the conversation just entered the queue.

Blue: If the last message in the conversation is an outbound one and it has just entered the queue.



Conversations card elements

Each conversation card (On the left-hand side of the screen) presents the elements described below:


Conversation messages statuses & timestamps

The Conversations card on the left-hand side of the screen display if a conversation it is being handled automatically by a bot (AI agent) or manually by an human agent.

When you open a conversation, you can see next to each outbound message its timestamp, delivery status (Delivered, Pending, Error) and sender. (AI bot or human agent name)


Info
The name displayed when an agent sends a message is the name on the Name field of the account. This should be set to however Users want the name displayed, typically a first name or nickname. For Insights purposes the Username can be used to identify the relevant user.
If the message is errored, you can click on the exclamation mark icon to learn more about the type of error. 

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Info
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. 

Conversation Header

When you select a conversation and the conversation gets open in the middle of the screen and you will see on its header:
  1. Custom ID
    1. It is the field (Imported from your campaign file/internal system) that you tagged as data type=Custom ID during the campaign setup process. 
    2. Custom ID Gathered Via Listening Step - The value it is gathered via Listening Step and stored as Custom ID against the contact. Listening Steps To Gather Data (New Web App) (webio.com)
  2. Name
    1. It is the field (of your campaign file) that you tagged as data type=name during the campaign setup process.
  3. Date of when the conversation was initialized.

Channels colouring

Depending on the channel of the conversation, the inbound messages will display as:
  1. Blue - SMS 
  2. Green -  WhatsApp
  3. Orange -  Webchat
  4. Purple - Viber
  5. Light Blue - Messenger

Also messages that use Typeform Integrations will appear as black.

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