The My Conversations list is a dynamic conversation list that is automatically sorted by SLA, otherwise known as response time. Conversations with the shortest SLA are the most urgent and are therefore sorted to the top of the list. The list updates automatically after every agent action or incoming conversation, ensuring that the most important conversations are always prioritized. This allows you to efficiently work through the conversation list by always focusing your attention on the conversation at the top of the list, rather than manually determining who to help next.

The conversation list is comprehensive, including ongoing, overdue, idle, and closed conversations that are filterable by status. Each conversation is assigned a color and a random icon to help you distinguish between consumers in the list. Clicking on each conversation will allow you to read the transcript, browse different widgets and start engaging with your customers. If you choose to click on a consumer’s name, it will open up the entire conversation and you can begin messaging.

The conversation list includes ongoing, overdue, idle, and closed conversations. By default, ongoing, overdue, and idle conversations are filtered in. Conversations with the idle or closed status can be filtered in or out of the list. Ongoing and overdue conversations cannot be filtered out of the conversation list. You will see at the top of the list a count of how many conversations with each status are currently in your workspace.

You can filter conversations in the list by status:

If you have permission to view the All Conversations tab, it can be used to search for closed conversations that started within the past 13 months. You can use the time frame filter as well as the robust search tool found at the top of the page to find what you're looking for.

All Conversations can be viewed in either ‘list mode’ or ‘conversation mode’ by selecting either of the icons in the top right corner. In list mode, you’ll see high-level information about each conversation. When you select a conversation from the list it will open in conversation mode where you can view the full transcript.

List mode:

Conversation Mode:

As you go about your shift, your own agent data bar will display on the top of your workspace and will update immediately. This will help you keep track of your performance as well as your expected workload. The data bar in the Agent Workspace represents the real-time tracking of your current workload and shift.

When you start your shift, you should change your status to online to start receiving messages. To change your status, click on your image in the bottom left corner to open the drop-down status menu and select Online. Once you do that, conversations from the queue will be assigned to you based on their priority. If there are already existing conversations in your queue, you will see them here, in the My Conversations list.

The updated Agent Workspace uses SLA to prioritize conversations on your behalf, allowing you to simply respond to the conversation at the top of the list. When you first enter the conversation list you will first see that there is no conversation selected. Click on the conversation at the top of the list to start handling conversations.

You should always answer the conversation at the top of the list. You can also scroll manually through the list if you need to answer another conversation. When you receive incoming conversations, they will automatically be sorted into your conversation list in the order that you should answer them, based on their SLA. Also, after you respond to a conversation it will be re-sorted and prioritized accordingly.

Incoming message alerts

You can now see the number of incoming conversations in the navigation bar. A notification will appear on the Agent Workspace icon indicating the number of conversations with incoming messages, and an orange dot will appear on the conversation in the list that has a new incoming message.

There are several tools in place to help you access the information you’ll need to provide excellent service and understand your consumers and their intent.

Conversation Summary: This dedicated widget enables you to write notes and comments after finishing a conversation. It has been enhanced to support the entering of multiple notes by several agents, allowing you to see a log of comments for context. Since the connection may be ongoing, these notes will help you quickly catch up on the conversation and keep other agents in the loop should they be assigned to them in the future.

• Conversation history: For repeat customers, any previous messaging history will be displayed directly in the conversation transcript. This way you can simply scroll up to review previous conversations, rather than needing to switch screens and navigate to a dedicated widget. The conversation history will be stored within the conversation for up to 13 months, to view history beyond this please check your CRM.

• Consumer info: This widget automatically displays important information about the consumer who is messaging you. This information will include the source channel of the conversation or any custom variables collected by your contact center.

You can reply by using free text, but we recommend using predefined content. Your contact center manager would have created a set of quick answers to the most common inquiries that you can easily enter into the conversation. By choosing predefined content templates, you can lower your average response time by saving time that would have been spent typing out responses.

While conducting a conversation, there are a few actions you can take. Click on the three white dots that appear in the top right of the conversation view. Here you will see a menu of actions with their corresponding shortcuts.