Conversation

The Conversation module supports replying to customer messages and performing related editing and management operations on conversations.

Conversation

Conversation List

Displays a list of received conversations and provides multiple views, including Conversation view, Team view, Inbox view, and Conversation Tag view. Users can customize views as needed.

• Conversation: Displayed by the categories All, Unassigned, and Mine. The secondary list shows the conversations corresponding to the current view, including the latest message and the conversation creation time.

  

• Custom View: Supports user-defined conversation browsing views. You can configure filter criteria to display conversations in the list that match the specified rules. Filtering is supported based on conversation attributes such as conversation ID, assignee name, and channel name.

  

• Team: Displays conversations across all teams that the current user belongs to.

• Inbox: Displays conversations in different inboxes by inbox category.

• Tags: Displays conversations under different tags.

Conversation Details

• Conversation Box

  • Reply: Enter the message content here and click Send. The customer will receive the message, and the corresponding record will be displayed in the chat interface above. Supports sending emojis, multimedia attachments, audio recordings, and signatures. AI assistance is also available.

    

  • Private Note: Supports adding personal notes to the current conversation, visible only to customer service agents.

  • Copy: Supports copying message content.

  • Quote: Customer service agents can quote this message when replying in the conversation.

  • Create Ticket: Select this option to create a ticket based on this message. Supports defining the ticket title, content, attachments, priority, ticket type, and customer service team. An AI ticket generation option is also provided to intelligently generate tickets.

    

  • Conversation Status: Customer service agents can manage the conversation status, including Open, AI Response, Closed, and Postpone. For postponed conversations, a postponement time can be set and customized.

  • Send Agent Log: You can choose to send the current conversation record to a specified agent or email address.

    

• Related Information

  • Contact: Displays the customer information associated with the conversation. Related information can be edited and updated.

  • Conversation Actions: Supports viewing and editing the customer service representative, customer service team, and conversation priority assigned to the current conversation. Also provides an Add Tag feature for tagging the current conversation.

  • Macros: Supports adding macro files or viewing configured macros.

  • Contact Attributes: Displays the contact attributes for the conversation.

  • Previous Conversation: Displays historical conversations associated with the current contact.

  • Conversation Participants: Displays the customer service representatives participating in the current conversation and supports editing and adding participants.