Conversations is an Agent Workspace app that offers cross-channel capabilities that enable an omnichannel agent experience, empowering the agent and increasing efficiency from their desktop or web browser.
With Conversations, agents can manage all inbound and outbound interactions using both voice and digital channels, all in one place. It provides visibility on what’s happening in all channels in a single thread.
- Accessing Conversations
- Conversations Panel
- Contextual tabs
-
Custom integrations for contacts sync
- Assigning a Default Client Integration per Agent
- Assigning a Default Client Integration in Bulk
Accessing Conversations
Option 1 - Via Workspace Bar
Currently, the Conversations app is the second app available in the Workspace sidebar. Click on the “Conversations” logo to open the app.
Option 2 - Via Workspace Apps Menu
1. Log in to the main Talkdesk page and head to the My Apps menu [1], at the bottom left corner of your screen.
2. Click on the “Conversations” [2] logo to jump to the app.
Option 3 - Talkdesk web version via URL
Open the browser portal and add “/atlas” at the end of the URL Link. For example: [your-account-name].mytalkdesk.com/atlas
If a pop-up appears, confirm that you wish to leave the current site by clicking “Leave”.
Note: For an optimal experience, the supported and recommended browser is Google Chrome.
Option 4 - Talkdesk desktop version
If you have not installed the Talkdesk desktop application (for either macOS or Windows), then please refer to our installation guide here.
If you have the Talkdesk desktop application already installed, then simply log in to the application.
Notes:
- Depending on your macOS system configurations, the operating system may not allow you to open an app that was not installed via the Apple Store. To grant permission, go to Security Settings > System Preferences > Security And Privacy > General tab.
-
If you wish to set the Talkdesk CX Cloud Experience as the default experience for all or specific agents, then please refer to our guide here. This option is exclusive to Admins.
Channels Loading Feedback
In case there is an error loading one of the channels, you will get a notification with the details of the channel(s) that failed to load:
| Conv Panel Expanded | Conv Panel Collapsed | Small viewports |
Follow the instructions in the error message, and contact your administrator should the situation persist.
Access Permissions
By default, all users can open the Conversations app in both the web browser and the desktop app.
With the Conversations tab, admins can configure on which devices the users run the Conversations app.
1. On Admin, select the Users section [1].
2. Select the Conversations tab [2].
3. Click on the Edit button [3].
4. Select the device(s) in which users are allowed to run the Conversations app [4].
5. Click on the Save button [5].
Notes:
- It’s possible to select only the web browser, only the Desktop app, or both the web browser and the desktop app.
- If none of the options are selected, when clicking on the Save button, an error message is shown and the changes are not saved.
-
Agents using conversations or workspace embedded on an external application need to have the option ‘web browser’ selected. Otherwise, the embedded applications won’t work.
When the admin turns on the permissions for both web browser and desktop app, the user can access the Conversations app on both devices without limitation.
When the admin disables the access for the Web browser, the user can only access the Conversations app via the Desktop app. In this case, when a user tries to access the Conversations App on the Web browser, a disclaimer message appears:
When the admin disables access to the desktop app, the user can only access the Conversations app via a web browser. In this case, when the user tries to access the app on the desktop app, a disclaimer message appears:
Conversations Panel
Overview
The Conversations panel is composed of two tabs:
- Assigned to You: displays ongoing conversations for both voice and digital channels.
- "Inbox" tab: lists digital conversations waiting in the queue.
Depending on each agent's choice, the conversation panel can be expanded or collapsed anytime.
For accounts using Voice only, the Conversations panel is collapsed by default.
When using the Conversation App on small screens, the conversation panel automatically collapses.
When using the collapsed version of the Conversations panel, you can access the Inbox directly without expanding the panel.
Visual Notifications
During voice calls, a red badge is added to the conversation icon in the Workspace sidebar.
For digital conversations, red badges are also added to the “Assigned to you” and “Inbox” tabs to help the agents deal with several digital conversations simultaneously. Please refer to this article for more details.
Sort by
By default, the list of conversations is ordered by Channel. You can change this order by picking one of the available sorting options:
The preferred sort option will be saved in the local storage and persist throughout the user session.
The inbound conversations routed via Studio will be displayed in the existing “Incoming” section and, once accepted, will be listed under a sub-section called “All Conversations”.
Contextual tabs
One of the capabilities that the Conversations app offers is the ability to provide contextual information using Tabs. By providing agents with the right information at the right time, these tabs contribute to a better overall customer experience and agent productivity.
| Type | Tab name | Details |
| Native |
|
These tabs are available to all Conversations app users. The default is the Snapshot tab. |
| Product |
These tabs are not available by default to all users and depend on each of the products. For more details, click the links on each of the tabs. |
|
| System |
|
These are custom tabs that the account admins can configure through Workspace Designer. These tabs are available for Voice, SMS, Email, and WhatsApp channels. |
Snapshot
This tab gives the agent an overview of the contact person associated with a given conversation. It is divided into three cards: Ring Group, Contact Details, and Context.
For the voice channel, the Snapshot tab is available during the ringing, dialing, and on-call stages.
When handling digital interactions, this tab will be available both on the Ringing Screen and during a conversation with a contact person, as shown below.
Ring Groups Card
This card shows the ring groups associated with the conversation.
Contacts Card
The Contacts card will be available for all channels.
Regarding the Chat channel specifically, the Contacts card will allow you to collect the contact details from the visitor, create a new contact, or merge the info with an existing contact.
Contact Pop
The “Contact Pop” button allows, agents to easily access the contact profile in the Contacts App or open the contact’s profile in a Customer Relationship Management (CRM) integration, if a custom integration is configured.
The Contact Pop button is available either during the ringing phase of a voice call or during an active conversation.
Opening the Contact Profile on the Contacts App (Talkdesk Workspace)
During an inbound or outbound conversation, when clicking the Contact Pop button in the “Contact Details” card agents will access the contact’s profile in the Contacts App.
When checking contact details, it is possible to check the snapshot details and the wrap-up information, listen to the recording, or read the conversation history.
Opening the Contact Profile in CRM
During an inbound or outbound conversation, if you have Talkdesk integrated with a CRM, clicking the Contact Pop button in the “Contact Details” card will display the contact’s profile in the configured CRM.
Click here to learn more about how to configure this CRM integration and contact sync.
Context card
This card will show the parameters retrieved by Studio flows and is only visible when the conversations are being routed through Studio flows.
Notes
This tab allows the agent to take notes and associate Dispositions to the conversation.
The Notes tab [1] is available while there is an ongoing conversation.
To leave a note, fill in your message in the text box of the Notes Card. For digital conversations, the Notes are kept stored when the conversations are transferred.
Agents can also add a Disposition by selecting one of the values available on the disposition’s list [2].
To know more about Dispositions, please refer to this article.
Activity
In this tab, you will be able to access the list of the past activities associated with the contact person of the current conversation.
By clicking on each of the conversations on the list, you’ll be able to access the wrap-up details, read the conversation transcript (digital conversations), or listen to the recording (voice conversations).
This list is the same list you will see in Contacts App - Activities. For more information, please refer to the following article.
Wrap-Up Phase
The Wrap-up phase will only be available after you click on the End call or End chat button.
- “Disposition” card [1]: This card is the same as the Disposition card in the “Notes” tab. Agents can modify it at this stage.
- “Notes” card [2]: This card is the same as the one under the “Notes” tab. These notes can still be updated here before submitting the wrap-up data.
- “Contact details” [3]: Name, email, and contact pop from linked apps.
- Dismiss button [4]: It’s possible to dismiss the wrap-up when there is no need to fill in the notes and disposition. All the changes that happen during the wrap-up phase will be discarded.
- Submit button [5]: When submitting the wrap-up information, all the data will be stored.
Note: It’s possible to preview the message during the wrap-up phase since the Conversation Preview [6] is still available for consultation (only applies to Digital).
Dispositions
Dispositions are what most accurately describes the outcome of a conversation. Agents have access to a list of predefined dispositions that depend on the direction and the ring groups of each of the conversations.
Dispositions can be added while the conversation is ongoing (in the Dispositions card available in the Notes tab) or during the wrap-up phase.
When the wrap-up phase is enabled, Agents can review the disposition which was already selected or pick a new one from the list. To facilitate the agent’s work, it’s possible to search for the appropriate disposition, without having to scroll through the full list of dispositions available.
The search capability for dispositions only applies to the dispositions themselves and not to disposition sets.
To understand how dispositions are configured and maintained, please refer to the following article.
Custom Integrations for Contacts Sync
Admins can configure an integration and sync contacts to Talkdesk. It is possible to configure several integrations for the account, as well as default integrations per Agent. Subsequently, the configured integrations are shown in the list of available Client Integrations.
Note: Talkdesk offers custom integration support for customers on selected plans. This support may include your homegrown CRMs as long as they have contact sync options.
Assigning a Default Client Integration per Agent
The default integration is generally the one that Admins and agents use most in their day-to-day work.
When agents have an open tab from the default CRM integration and click on the corresponding contact pop icon, that open tab refreshes and will display the selected contact. Clicking on the contact pop icon will open a new tab for any other integration (or in case the default integration is not open).
The default integration is also distinguishable from the other non-default integrations through a divider.
To configure a default Client Integration, please follow the steps below:
1. Log in to your Talkdesk account.
2. Select Admin [1] and then Users [2].
3. Click the name of the Agent you wish to assign an integration to [3].
4. Select the “Classic settings” tab [4].
5. Scroll down to “Client Integration” [5].
6. Select the agent’s default Client Integration from the drop-down list [6].
7. “Save” your changes at the bottom of the page.
Note: The option “Default” in the “Client Integration” dropdown list does not apply to Workspace (Conversations) and will not trigger any action.
Assigning a Default Client Integration in Bulk
1. Log in to your Talkdesk account.
2. Select Admin [1] and then Users [2].
3. Select the agents open the "Actions" drop-down and select “Default CTI integration” [3].
Note: You can also tick the box next to "Name" to select all agents.
4. Select your desired default “Client Integration” [4] and click Save [5].
Note:
- During configuration, if the Admin selects an integration for which the agent is not yet configured, an error is displayed to inform Admins that they should create the user on that integration first. Also, note that agents added to Talkdesk using Talkdesk for Salesforce Managed Package are automatically assigned to Salesforce as the Client Integration.