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Conversations
You handle conversations in the form of chats, emails, and calls in the Conversations view.
Conversation Details
The Conversation Details view displays details of one conversation.

Conversations
You handle conversations in the form of chats, emails, and calls in the Conversations view.
- Picklist
- Auto-Allocation
  Conversations from the queues that use the auto-allocation mode are offered to you automatically based on their waiting time, your skills, and various other things defined in System Configurator.
- Hunt Group
- Conversation history
- Recordings
  You can access call recordings through the History view.
- Conversation Details
  The Conversation Details view displays details of one conversation.
- Customer identification
- Save Personal Preferences
  You can save your personal preferred Home, Directory, Picklist, and History view definitions with the My preferences feature.
- Auto-Answering
  When auto-answering is used, the offered conversation is automatically accepted for you; no action by you is needed.
- Simultaneous Conversations
- Reply Templates
  Ready-made reply templates simplify working with chats and emails.
- Internal Notes
- Notification Dot
- Print or Save a Conversation
- Cloud Attachments

Conversation Details

The Conversation Details view displays details of one conversation.

Note:

To see information in Conversation Details you need the authorization Statistics Details and Manage Contact History to the user or queue.

If your administrator has configured conversation attached data, which is additional information added to a conversation, to be shown, you'll see it in the Attached Data block:

If your administrator has configured an AI analysis to be done for the conversation, you'll see the analysis in its own block:

If you see an Edit AI analysis button, you'll also be able to edit the analysis. This may be useful, for example, in case of inaccuracies in the analysis. If the analysis has been edited, the name of the agent and the timestamp of the edit is shown under the analysis.

If the information in this view is a link, clicking the link offers you other actions such as sending an email or starting an agent guidance session.

If there is the Pick button, you can pick the conversation for handling.