Conversation Workflow¶
The customer initiates a Conversation from the website front end - through the Webchat widget.
For example, A customer types 'Hi'
An automated response set in the Cognigy.AI Flow will immediately be displayed on the screen as a reply.
Now let us look at how this message is captured in the Agent Dashboard.
Conversations¶
Go to the home screen of Live Agent Agent Dashboard
Click on the Conversation bubble icon in the sidebar. Then click on All Conversations. Conversations which customers have initiated can be seen here.
Now click on a specific Conversation. The Conversation will open with further details and actions available in the right-hand side panel.
Show All Conversations: Inbox Settings¶
By default, users with the Agent role cannot see the "All" tab for all Conversations. However, there is a setting enabling it per Inbox. When enabled, the user can see all Conversations, including those from other Agents. Otherwise, access will be restricted.
Assign Agent¶
If the Inbox has been created without 'auto assign' selected, Conversations will not be automatically assigned to Agents.
Click on the drop-box within the Assigned Agent menu and select the Agent name. You can change the Agents assigned here at any time.
Assign Team¶
Click on the drop-box within the Assigned Team menu and select the Team to which this Conversation belongs.
Assign Priority¶
To assign a priority to a conversation within Live Agent, do the following:
- Go to Live Agent.
- On the left side of the screen, select Conversations.
- From the Inboxes list, select an Inbox.
- From the Conversations list, select your conversation where you want to assign a priority.
- On the right of the conversation chat, go to Details > Conversation Actions.
- Under the Priority section, click Select priority.
- Scroll or type to search for a priority level, then click the intended level.
The priority will be assigned to the conversation. The matching priority level's icon will now be visable for the conversation within the Conversations column.
Assign Labels¶
To assign a label to a conversation within Live Agent, do the following:
- Go to Live Agent.
- On the left side of the screen, select Conversations.
- From the Inboxes list, select an Inbox.
- From the Conversations list, select your conversation where you want to add a label.
- On the right of the conversation chat, go to Details > Conversation Actions.
- Under the Conversation Labels section, click Add Labels.
- Scroll or type to search for a label, then click a label. You can add multiple labels at once.
The label will be added to the conversation.
Send a Response¶
To respond to a user in the conversation chat, type your message in the Reply section.
For quick reply, you can use canned responses, variables, or a combination of both.
By default, you can send messages by pressing Cmd+Enter or Ctrl+Enter instead of clicking the Send button. The Enter key will be used for line breaks. If you want to change hotkey options, go to Profile Settings.
Send Quick Responses¶
For quick reply to a user in the conversation chat, you can use canned responses, variables, or a combination of both.
Send a Response with Variables¶
Live Agent offers a limited list of variables for user contact profile data or human agent profile data that you can re-use in the Reply section.
To include a variable, follow these steps:
- Begin typing
{{in the field. After that, a list of available variables will appear, allowing you to select the desired variable. - Select a variable by using one of these methods:
- Click on the desired variable.
- Use the arrow keys on your keyboard to navigate to the variable, and then press Enter.
Alternatively, you can type out variables instead of selecting them from the suggestions.
The variable will be replaced with a value relevant to the current conversation.
For example, {{contact.first_name}} → David,
{{conversation.id}} → 3705. If any of the variables do not have values, you will receive a corresponding warning.
Note that you cannot create a custom variable.
There is a list of available variables:
| Variable | Description |
|---|---|
conversation.id |
The ID of the current conversation. |
contact.id |
The ID belonging to a user who creates a conversation. |
contact.id |
The user ID belonging to a user who creates a conversation. |
contact.name |
The user's first and last names. If both are not specified in the profile, the default value customer will be used. |
contact.first_name |
The user's first name. If it is not specified in the profile, the last name will be used. Otherwise, the default value customer will be applied. |
contact.last_name |
The user's last name. If it is not specified in the profile, the first name will be used. Otherwise, the default value customer will be applied. |
contact.email |
The user's email address. |
contact.age |
The user's age. |
contact.gender |
The user's gender. |
contact.birthday |
The user's date of birth. |
contact.location |
The user's current location. |
contact.accepted_gdpr |
The user's acceptance of the General Data Protection Regulation (GDPR) policy. |
agent.name |
The first and last names of the human agent. |
agent.first_name |
The human agent's first name. If it is not specified in the profile, the last name will be used. |
agent.last_name |
The human agent's last name. If it is not specified in the profile, the first name will be used. |
The same variables can be used multiple times within a single reply.
Example:
Hi {{contact.first_name}},
Thank you for your recent message. We appreciate your inquiry.
Your conversation with the ID {{conversation.id}} has been received.
Our team will review it and provide a response as soon as possible.
{{contact.first_name}}, please let us know if you have any additional questions or need further assistance.
Send a Canned Response¶
To include a canned response as a reply to the user, follow these steps:
- In the Reply to User or Reply to Bot sections, type
/. A list of available canned responses will be displayed. - Select the desired canned response from the list.
The selected canned response will be inserted into your reply, allowing you to easily include pre-written messages in your conversation.
Send a Canned Response with Variables¶
You can create a text including variables for canned responses.
A canned response with variables is called the same way as a simple canned response,
by using the symbol /.
When you select the canned response,
variables in the response will be replaced with values relevant to the current conversation.
If any of the variables do not have values, you will receive a corresponding warning.
Conversation Actions¶
Below is a list describing Conversation actions an Agent can take by clicking the following icons.
| Button | Description |
|---|---|
 |
This button allows a human agent to select and include an Emoji in the message. |
 |
This button allows a human agent to select and include attachments in the message. |
 |
This button allows a human agent to request a file from the customer. |
 |
This button allows a human agent to send voice messages to the customer. |
 |
This button allows a human agent to send hyperlinked text to the customer. |
Agent Assist¶
When Agent Assist is enabled, Agents will (based on customer input) receive AI-powered Agent Assist output as part of the conversation, which can help to better answer a customer.
If forwarding was enabled for Assist messages, the Agent can click the blue arrow to forward content to the end user or customer.
Request File Upload¶
By default, human agents cannot request files from users. To enable this feature, you need to install the File Upload plugin in the Webchat Endpoint.
File requirements:
- Supported File Types are jpeg, jpg, png, docx, wav, ogg, pdf.
- Maximum file size is 40MB.
To request a file, follow these steps:
-
Click the Request file icon at the bottom of the Live Agent reply box.
Request file upload -
Confirm that you want to send it to the customer to enable the file upload.
Request file upload confirm
A message should appear in the chat indicating that the file has been requested.
Now the customer should see a button to open a file upload dialog.
After uploading the file, it should be reflected in the Webchat and the Live Agent and the file should be ready for download on the Live Agent side.
Private Chat with Agents¶
There is an option to discuss the customer's Conversation with another Agent, should you need some more clarification or assistance. This option is available beside the Reply tab, labeled Private Note.
Type '@' in the Private Note window, and all Agents who have been added to this Team will be listed. Select an Agent and type in a message to consult with the selected Agent.
Click on Add Note to send the message. You can see a locked sign on the message that has been sent. This message will not be visible to the customer.
The second Agent addressed in the private note will receive a notification in their account.
Replies sent by the second Agent will be visible in the Private Note window.
Delete Private Note¶
There is an option to delete the private note which you have already sent. Click on the 3 dots(...) beside the sent message. An option is available to copy, or to delete the private note. Click on Delete. The private note will be deleted.
Sending E-mails¶
To send a copy of the current conversation, click on the button labeled Send Transcript, placed in the top right corner.
A screen opens up which allows an email to be sent to Agents in the Team. The chat transcript can also be sent to the customer or another selected e-mail address.
Select your desired option and click on Submit. A message will be displayed "The chat transcript was sent successfully". The chosen recipient will receive the chat transcript in their email inbox.
Transferring Agents¶
You can transfer an issue/Conversation to another Agent by selecting a different Agent from the Assigned Agent menu. The entire Conversation will be visible to the newly selected Agent.
Setting Reminders and Status¶
The status can be changed to 'Resolved' once a resolution is provided to the customer.
The Conversation statuses available are listed below. Once a conversation is marked as resolved, its state cannot be changed back to open or pending.
| Options | Actions |
|---|---|
| Mark as Pending | Change the issue to Pending status |
| Resolve | Change the issue to Resolved status |
| Abort and Resolve | Change the issue to Resolved status, and add the queryable abort attribute |
| Open | Change the pending issue to Open status |
| Snooze Until Next Reply | The issue will be set aside for now, and status will change to Open on the next reply from customer |
| Snooze Until Tomorrow | The issue will be set aside for now, and status will change to Open the next day |
| Snooze Until Next Week | The issue will be set aside for now, and status will change to Open next week |
Conversations can be selected and filtered by their statuses within the Conversation panel, as seen below.
Previous Conversations¶
Once a Conversation has been marked as resolved - the next time the same customer starts a new Conversation, the previous Conversation associated with this customer will be shown in the Previous Conversations menu. This will help the Agent to understand the history of the customer's issue.
