Workbench

The Workbench provides Ticket and Conversation modules, supporting you to reply to customer messages and perform corresponding editing and modification operations on conversations or tickets.

Conversations

Conversation List

Displays the list of received conversations, providing multiple views, including Conversation View, Team View, Inbox View, and Conversation Label View. Supports users to customize views as needed.

• Conversations: Displayed according to All, Unassigned, and Mine categories.

  

• Custom View: Supports users to customize the conversation browsing view. You can set filter statements to screen and display conversations that meet the rule settings in the list. Supports filtering by conversation ID, assignee name, channel name, and other conversation attributes.

  

• Teams: Displays conversations within all teams the current user belongs to.

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

• Labels: Displays conversations within different labels categorized by label.

Conversation Details

• Dialog Box

  • Reply: Enter the message content here and click send. The customer will receive the corresponding message content, and the corresponding record will be displayed in the chat interface above. Supports sending emojis, multimedia attachments, recording audio, and enabling signatures. Provides AI assistance functions.

  

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

  • Conversation Status: Agents can control the status of the conversation, including "Open", "AI Replying", "Closed", and "Snoozed". Snoozed can set a snooze time, supporting customization.

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

  

• Associated Information

  • Contact: Displays the customer information corresponding to the conversation, allowing editing and modification of related information.

  • Conversation Actions: Supports viewing and editing the assigned agent, support team, and conversation priority for the current conversation. Provides an add label function to tag the current conversation.

  • Macros: Supports users to add macro files or view already set macros.

  • Contact Attributes: Displays conversation contact attribute content.

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

  • Conversation Participants: Displays the agents participating in the current conversation, supporting editing and adding.

Tickets

Ticket List

Displays the list of received tickets, providing multiple views, including Ticket View, Team View, Channel View, and Ticket Label View. Supports users to customize views as needed.

• Tickets: Displayed according to All, Unassigned, and Mine categories.

• Custom View: Supports users to customize the ticket browsing view. You can set filter statements to screen and display tickets that meet the rule settings in the list. Supports filtering by ticket ID, assignee name, channel name, and other ticket attributes.

• Teams: Displays tickets within all teams the current user belongs to.

• Inbox: Displays tickets in different inboxes categorized by inbox.

• Labels: Displays tickets within different labels categorized by label.

Ticket Details

• Dialog Box

  • Reply: Enter the message content here and click send. The customer will receive the corresponding message content, and the corresponding record will be displayed in the chat interface above. Supports sending emojis, multimedia attachments, recording audio, and enabling signatures. Provides AI assistance functions.

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

  • Conversation Status: Agents can control the status of the conversation, including "Open", "AI Replying", "Closed", and "Snoozed". Snoozed can set a snooze time, supporting customization.

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

• Associated Relationships

  • Contact: Displays the customer information corresponding to the ticket, allowing editing and modification of related information.

  • Conversation Actions: Supports viewing and editing the assigned agent, support team, and ticket priority for the current ticket. Provides an add label function to tag the current ticket.

  • Macros: Supports users to add macro files or view already set macros.

  • Contact Attributes: Displays ticket contact attribute content.

  • Previous Conversations: Displays historical tickets associated with the current contact.

  • Ticket Participants: Displays the agents participating in the current ticket, supporting editing and adding.