Search/View Conversations

Conversations Menu

Main Conversation Table

Search Criteria

Select your search criteria by:

• Date of the session

• Username (who handled the session)

• Customer Name/ID/Mobile/Email address

• Session key

• Advanced Filter

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

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

Note. The default search criteria are Today's session

Conversation Table

• 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

View Messages

Once you found the conversation you are looking for simply click the View button It opens a new screen to view the conversation messages.

The exchange of activities done in the selected conversation such as chats, shared documents, signed forms and recorded video calls can be viewed here.

Messages Screen

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

• Download. Open the document and click the iconto download

• Tag. Select appropriate tags per document and save

• Verify. For verified documents toggle the button and save

• View Action Logs. Click the iconper document or per conversation to view the logs

• 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.

To view the customer info, look for the three-dots icon beside the customer name, click and select Customer Info

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.

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

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.

For In progress conversation, click the Reload button to update in real-time.