Conversations is an Agent Workspace app that allows users to handle inbound and outbound, voice, and digital customer conversations from their desktop or web browser.
With Conversations, Agents can manage all inbound and outbound interactions using voice, SMS, Email, and live chat, all in one place. It provides visibility on what’s happening in all channels in one single thread.
July 1, 2024
On Monday, July 1st, 2024, we will begin the progressive rollout of a new feature for Agent Workspace Conversations (cross-channel):
New:
- Direct access to Inbox: From now on, when using the collapsed version of the conversations panel, agents can access the Inbox directly without expanding the panel, which significantly improves efficiency when in a multi-channel environment.
For new capabilities available on Conversations, please check the Conversations App Release Notes section.
April 22, 2024
On Monday, April 22nd, 2024, we will begin the progressive rollout of a new feature for Agent Workspace Conversations (cross-channel):
New:
- Sort by: Agents can now choose their preferred sorting option for the ongoing list of conversations, which empowers them to work more efficiently.
For new capabilities available on Conversations, please check the Conversations Release Notes section.
February 14, 2024
On Wednesday, February 14th, 2024, we will begin the progressive rollout of a new feature for
Agent Workspace Conversations (cross-channel):
New:
- Activity tab in Conversations App: With this feature, agents no longer need to switch between apps to access contacts' activities. A new Activities tab allows agents to view the contact's past activities directly in the Conversations App, increasing the agent's productivity and efficiency.
For new capabilities available on Conversations, please check the Conversations Release Notes section.
January 18, 2024
On Thursday, January 18th, 2024, we will release the following feature for Agent Workspace Conversations (Cross-channel):
New:
- Channels Loading Failure Feedback: From now on, agents will be able to quickly identify the problematic channel, understand the issue, and take appropriate actions. Meanwhile, other channels continue loading seamlessly.
Conv Panel Expanded | Conv Panel Collapsed | Small Viewports |
For new capabilities available on Conversations, please check the Conversations Release Notes section.