Converse
Converse is a screen for brand agents to manually chat with the users. This screen is relevant in the following scenarios:
- Manual live chat
- Human fallback for customer support
- Live-chat for sales agents
- Manual follow-ups with selected users
Following are the key features of Converse:
Assignment
Concept of 'assignment' or 'user assignment' is to assign a user to a particular agent. When a user is passed to converse using Transfer to Human(link) block in a conversation, the user shows up in the Unassigned category in Converse.
Unassigned users are waiting for an agent to respond to them. The bot is not responding to the messages of these users anymore. An agent can click on an unassigned user and click on start chat to assign the user to self. This user will not be visible in the Unassigned category to this agent or other agents.
Assigned to you category shows all the users assigned to the logged in agent. The agent can chat with any user assigned to him. An agent can have more than one user assigned to him at a given time. Bot is still not responding to the messages of . When the chat is done, agent may click on 'Assign to Bot' button to pass the user control back to the bot.
Manual Chat
An agent can chat with the user assigned to himself. History of all the messages received from the user is visible in the central chat section. The agent can have conversation with the user using the chat panel. The activity history of the user is also visible in the chat section which helps the agent track detailed history of all the activities on the user record.
Rich message composer can be triggered using the icon at the bottom of the chat window as marked in the image. Using the composer, agent can pick from the existing template messages or create a new rich message.
Past message history is available as per the plan activated on the account.
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