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 Inbox Setting¶
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 Labels¶
Click on Add Labels within the Conversation Labels menu and select the category to which this Conversation belongs.
You can see in the screenshot below, that all actions performed by you, such as assigning a Conversation to an Agent, are seen in the chat window within the Agent Dashboard.
Reply To A Conversation¶
You can reply to a customer's Conversation by typing in the Reply section.
Pressing Shift+Enter will allow you to enter an additional new line into your response, while pressing Enter will send the message.
Click on the Send button or press Enter to send your message to the customer.
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 (Beta)¶
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.
How to Send Canned Responses¶
Should you wish to include an already prepared or "canned" response as a reply, type '/' and enter the short name of the message. An example is given below. Once you type '/', available canned responses will be listed and which you can select from.
How to request file upload¶
Note
Supported File Types: jpeg, jpg, png, docx, wav, ogg, pdf
Maximum File Size: 40MB
There is an option to enable bots to request files from users. On the bottom of the Live Agent reply box you can click on the "Request file" icon.
Then you need to confirm that you want to send it to the customer to enable the file upload.
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.
More details on the customer side can be found under File Upload Plugin
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 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 can 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 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.
