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.



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 in the image below:



Please note that when a conversation is retrieved via simple or advanced search, the preview will display the last inbound message, if one exists. If there are no inbound messages, the last outbound message will be shown instead.


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)


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. https://knowledge.webio.com/portal/en/kb/articles/users
If the message is errored, you can click on the exclamation mark icon to learn more about the type of error. 

selectedImg                                                         


      
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. For Outbound is the value (Imported from your campaign file) stored in the field that you tagged as data type=Custom ID during the campaign setup process. 
    2. For Outbound/Inbound: Custom ID Gathered Via Listening Step - The value it is gathered via Listening Step and stored as Custom ID against the contact. This will override any existing Customer UID if gathered via listening step - Listening Steps To Gather Data (New Web App) (webio.com)
  2. 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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