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.
- April 22, 2025
- March 3, 2025
- November 5, 2024
- July 1, 2024
- April 22, 2024
- February 14, 2024
- January 18, 2024
April 22, 2025
On Tuesday, April 22nd, 2025, we will release the following feature in the Conversations app:
New:
-
Tabs Management: New customization options for tabs management in Conversations App give admins more flexibility to tailor the agent experience and optimize workflows. These updates are admin-controlled and configurable only at the account level. With this new feature, it is possible to make the following customizations:
- Re-order Tabs: Admins can define the order in which tabs appear, allowing agents to access key information more quickly. Defining the order of the tabs will ensure they land on the most relevant tab first when handling an interaction.
- Manage Tabs Visibility: Admins can control which tabs are visible to agents, hiding unnecessary ones based on operational needs.
- Tab Customization based on channel specific, direction based, and stage based: Tabs' order and visibility can now be customized per channel (voice, chat, email, etc.), based on interaction direction (inbound vs. outbound), and as well as which stage they are in (Ringing, On a call, wrap-up, etc). This will ensure agents see only what’s relevant for each interaction stage.
Additionally, admins can reorder tabs for specific channels and interaction directions while keeping certain essential tabs locked and always visible. This ensures that critical information is always accessible while providing flexibility to rearrange other tabs to best suit operational needs.
March 3, 2025
On the week of 3rd to 7th of March, we will begin the progressive rollout of a new feature for Agent Workspace Conversations (cross-channel). This update ensures the consistent use of avatars across all Workspace apps, creating a more uniform and cohesive user experience. It enhances User Experience and improves Scalability by applying these enhancements across all applications.
New:
- New Avatar’s initials: From now on, Conversations will display a new avatar with the initials instead of the old icon, as shown below:
- On the Conversations panel: Agent will see a new avatar displaying the name’s initials instead of the old icon:
- On the side panel: When an agent opens the side panel (for actions like calling a colleague, consultation, blind transfer, or conference call), they will see a new avatar displaying the colleague's initials instead of the old icon.
- During a digital interaction: During a digital interaction, the agent will see a new avatar displaying the contact’s initials instead of the old icon.
For new capabilities available on Conversations, please check the Conversations App Release Notes section.
November 5, 2024
On the week of 4th to 8th of November, we will begin the progressive rollout of a new feature for Agent Workspace Conversations (cross-channel) that allows admins to restrict access to Agent Workspace Conversations based on the Workspace distribution:
New:
-
Desktop-only mode (new tab in Users app): From now on, Admins will be able to customize the Conversations app based on their organization's specific needs, by autonomously managing the mode in which they want agents to work:
- Browser and Desktop app.
- Desktop app only.
- Desktop-only mode (Bulk actions): From now on, Admins will be able to ensure that agents are using the best-suited app to run the Conversations app and bulk configuring the list of users selected to be able to run the app in the browser and/or in the Desktop app.
- Desktop-only mode (Bulk import): From now on, updating the device in which the Conversations app is running in bulk for agents will be possible by uploading a .csv file, allowing these configurations to be applied to specific groups of agents more efficiently.
Notes:
- 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
To change the “Conversations access” settings in bulk import, please update to the newer .csv template, by clicking on the Download Template [1] button.
For new capabilities available on Conversations, please check the Conversations App Release Notes section.
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.