All Conversations list
The All Conversations list displays every one of your brand’s messaging conversations, showing both open and closed conversations for all agents.
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The status column tells the agent whether a conversation is open or closed. |
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The bell icon in the status column indicates that an open conversation is overdue. |
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The green #1 icon in the status column indicates that this is the agent’s first conversation with the consumer. |
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The blue checkmark in the status column indicates that the consumer is authenticated. |
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This icon in the All Conversations list indicates that a conversation is open. |
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This icon in the status column indicates that the conversation was closed by the agent. |
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This icon in the status column indicates that a conversation requires urgent attention. |
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The response time column tells the agent the SLA, or the amount of time remaining until a response is required. |
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The skill column tells the agent which skill is assigned to the conversation. |
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The MSC column tells the agent what the Meaningful Conversation Score is for each conversation. |
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A green smiley face in the MSC column indicates a positive score (based on natural language understanding of real time consumer sentiment) |
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A red frowny face in the MSC column indicates a negative score. |
Open Conversations
The Open Conversations tab shows all of the conversations assigned to the agent that are currently open and not yet resolved.
Icon | Meaning |
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The status column tells the agent whether a conversation is open or closed. |
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The bell icon in the status column indicates that an open conversation is overdue. |
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The green #1 icon in the status column indicates that this is the agent’s first conversation with the consumer. |
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The blue checkmark in the status column indicates that the consumer is authenticated. |
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This icon in the status column indicates that the conversation was closed by the agent. |
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This icon in the status column indicates that a conversation requires urgent attention. |
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The response time column tells the agent the SLA, or the amount of time remaining until a response is required. |
Conversation view
Icon | Meaning |
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The bell icon indicates that an open conversation is overdue. |
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The green #1 icon indicates that it is the first conversation with the visitor. |
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The blue checkmark indicates that a customer is authenticated. |
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The people icon on the open conversations/all conversations lists indicates that the conversation is in the agent’s queue. |
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The smiley icon in the bottom left of the chat window allows the agent to send emojis. |
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Two grey check marks next to a message indicate that it was delivered to the consumer. |
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When auto-accept is turned off, this icon will appear at the bottom of the screen when the agent has an incoming conversation. |
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The toolbox icon opens the consumer info widget. |
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This icon opens the predefined content widget. |
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This icon opens the conversation summary widget. |
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This icon opens the Conversation History widget. |
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This icon can be pressed to refresh any widget. |