Engagement History Overview
See all customers’ previous conversations & investigate any of them.
Realtime Monitor Overview
View and filter all customers’ conversations from the last 24 hours
How to Add Notes to Any Conversation
Leaving notes can help your supervisor & team member understands your take on a specific conversation or common issue
How to Use Whisper Mode to Request Assistance and Chat with Another Team Member
Privately chat with your team member or supervisor using the Whisper Mode
How to Update Customer Info Using Unified Inbox
You can update customer’s info during a live conversation like name, email, address, phone number & more
How to add/search for a Ticket in Live Conversations Using Unified Inbox
Browse customer’s previous tickets while you are in a live conversation
How to Filter Conversations Inside Unified Inbox
Browse AI managed and assigned conversations
Queueing Overview
Manage how conversations are assigned to agents
How to Create/Edit FAQ
Learn how to use the Content Center to add or edit FAQs
Agent to agent transfer
Transfer conversations to other agents through Unified Inbox.