Overview

Within the Conversation Window, agents and admins gain comprehensive insight into the selected customer conversation. This dynamic space adapts to various modes depending on the source channel. For email, it offers an email view; for social channels, a threaded view simplifies tracking of social media conversations, while messaging channels offer a chatting view. This versatility ensures that agents are equipped to engage seamlessly with customers, regardless of the communication medium.

Customer Photo: If a customer image has been uploaded previously, it will be displayed here.

Customer Identification: Customer ID

Channel Name: This indicates the source channel through which the customer approached for service.

Operating Duration: The total time since the customer's arrival for service is shown here.

Assign to: When logged in as a Supervisor, you can allocate the customer to a specific Agent from this point.