Search/View Conversations
Conversations Menu
Last updated
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Conversations Menu
Last updated
Was this helpful?
Select your search criteria by:
Date of the session
Username (who handled the session)
Customer Name/ID/Mobile/Email address
Session key
Tips.
Show all conversations regardless of their status
Select your preferred Displayed Column and remove the unnecessary
Site Name filter is available for Tenant Supervisor only
Filter your Additional Data based on the transferred attributes
Note. The default search criteria are Today's session
Session ID
Create Time
Customer Name/ID/Mobile
User Name
Start/End Time
Direction (outbound/inbound)
Application ID
Site
Status
Customer Rating
Show More (if any)
Customer Device Used
The exchange of activities done in the selected conversation such as chats, shared documents, signed forms and recorded video calls can be viewed here.
As Supervisor with full access you can do the following in the selected conversation's documents, but not limited to:
View. Click the document icon to view
Tag. Select appropriate tags per document and save
Playback and download the video recording here
Alternatively, you can get the Video Call Recording ID# from the container title and search it from the Video Menu.
In case you want to switch to another conversation of the same customer without closing the Messages screen, simply scroll down on the left conversation panel, look for the desired conversation to review and click on it.
You'll find the detailed information that was shown as well in the main conversation table
Note. A Supervisor can view conversation with status In progress or Completed only.
Advanced Filter
Once your criteria are ready, tap the Search button
Reset the filter by clicking the Clear button
To narrow down your results, type in the Filter in the upper right corner of the screen
Once you found the conversation you are looking for simply click the View button It opens a new screen to view the conversation messages.
Download. Open the document and click the iconto download
Verify. For verified documents toggle the button and save
View Action Logs. Click the iconper document or per conversation to view the logs
To view the customer info, look for the three-dots icon beside the customer name, click and select Customer Info
Use the search filter or simply scroll down
To view more, look for the three-dots icon in the upper right corner, click and select Conversation Info
For In progress conversation, click the Reload button to update in real-time.
