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This article features a guide for Agents to use tools applicable to all available channels (Chat, Email, SMS) of Talkdesk Digital Engagement™.

• Accessing Conversations App
• Using the "Inbox" Tab
  • Filtering and Sorting
  • Sorting
  • Transfer and Bulk Close
• Transfer Button
• Transferring Conversations to a Queue
• Transferring Conversations to Agents
• Transfer Confirmation
• Conversation Transferred Successfully
• Transfer Card
• Contextual Tabs
• Previewing Conversations
• Reverting the Reopening of a Conversation
• Attachments
• Notifications
• Priority Icon
• No “Ringing Screen”
• Multiple Offering
• Wrap-up Phase
• Using Templates
• Selecting a Template Language
• AI Rewriter
• AI Translator
• SLA Timer
• Agent Whispers to Supervisor
• [Preview] Co-browsing

Accessing Conversations App

To handle inbound and outbound conversations, agents need to access the Conversations App. Click here to learn more.

Using the “Inbox” Tab

After opening the Conversations app, you can access the Inbox tab and view all new incoming conversations.  

On the listing, you can see the following data:

• Name or visitor number of the contact person who began a conversation. The contact’s info also includes the conversation’s touchpoint.

Note: The contact’s name is displayed if the visitor has inserted its name before starting a chat, or if the agent has inserted the contact name during the conversation. When no name is added either by the agent or the contact, the contact will appear as a “Visitor” with a unique ID (e.g. Visitor #2931). 

• Next to each contact person’s name or number, you can see information on the date of the first message that was received [1].
• By clicking on the Assign button [2], you can assign the conversation to yourself, and it will be moved to your active tab.
• A Refresh icon [3] is displayed, indicating the last update time.
• You can use the “Search” box [4], to look for a specific conversation by contact information including contact name, number, and email.

• At the bottom of the panel, you can click the + New conversation icon [5] to open a new conversation (Email, SMS or Voice).

Notes:

• As shown in the image above, the colored icon on top of the contact for each conversation identifies the type of conversation.
• Selecting a Voice or SMS conversation will display a dial pad on the right side of the screen.
• Selecting an Email conversation will display their respective action tabs on the right side of the screen.

Filtering and Sorting

The Inbox tab provides the option to refine your view, by filtering and sorting through the conversations, according to your needs.

Filtering

The Inbox tab allows users to refine their conversation searches by applying the following filters:

• “Channel” and Touchpoint.
• “Date and time”.
• “Queues”.

To access the filters, click the filter icon at the top right of the tab.

Filtering by Channel and Touchpoint

The Channel list varies according to the channels installed for each account. 

The Touchpoint list will depend on touchpoints added for each channel. 

Filtering by Date and Time

The conversation will be filtered according to the creation time. Here, you can select your desired time range.

Filtering by Queues

The “Queues” list will depend on the queues that the agent is a member of. The “Inbox” will then filter conversations based on the queue(s) selected.

Sorting

The Inbox features an option that allows sorting the conversations from the “Newest” to the “Oldest”, or from the “Oldest” to the “Newest”. To do so, click on the icon [1] at the top right of the Inbox, next to the “Filters” icon.

Transfer and Bulk Close

Transfer

Agents with Transfer permission can transfer conversations by selecting the three-dot icon and choosing the Transfer option. This action initiates the transfer workflow, allowing the agent to hand off the interaction to a specific Queue, Flow, or individual colleague.

Bulk Close

Selecting the Close button triggers the bulk closure process, prompting a confirmation window to appear before the conversations are finalized. Please be aware that,

Note: When closing conversations in bulk, the conversation disposition is automatically bypassed

Bulk Selection

Agents with the “close” permission can efficiently manage their workflow by selecting up to 20 conversations simultaneously within the Inbox. By hovering over a conversation, a hidden checkbox appears, enabling quick multi-selection for bulk actions.

Transfer Button

By clicking on the Transfer button [1], a transfer panel is triggered, where you can select the most suitable Agent or Agent group to transfer the conversation to.

Transferring Conversations to a Queue

This “Transfer” panel displays all the queues and Agents that are available to transfer the conversation to. On the Queues tab, use the search bar to find the most appropriate queue.

When you’re done, use the “X” [2] icon at the top-right to close the “Transfer” panel and go back to the conversation.

Transferring Conversations to Agents

On the “Transfer” panel, select Agents [1] to access a list of the account’s Agents and their availability. Unavailable Agents or Agents that do not have enough capacity to handle the conversation are shown in a greyed-out state, as exemplified in the image. You can use the search bar to find the specific Agent that you’re looking for.

When you’re done, use the “X” [2] icon at the top-right to close the “Transfer” panel and return to the conversation.

Transfer Confirmation

After selecting an available Agent, a dialog message is shown, prompting confirmation of the transfer.

Conversation Transferred Successfully

Agents receiving the conversation transfer will be able to see it on the Assigned to you [1] tab. Transferred conversations can be easily identified, as they include a “transferred” icon [2].

Note: Conversations that are transferred to a queue, instead of directly to an Agent, will appear in the Inbox tab.

Transfer Card

Agents receiving the conversation can visualize a transfer card indicating the source of the transfer. The card is located in the Snapshot tab, as shown in the image above.

Contextual Tabs

Agents have access to several tabs during a conversation. For more details on the tabs’ content and availability, please refer to the following article.

Notifications

Unread Message Counter: “Assigned to you”

The red badge displays the total number of unread messages of all the conversations that are assigned to you. The yellow bubble shows the number of unread messages in each conversation.

 

Unread Messages Notification: “Inbox”

The yellow bubble shows the number of new unread messages for ongoing conversations, that were sent back to inbox or transferred to a queue.

Notification for Newly Assigned/Transferred/Offered Messaged 

A red badge will be displayed on the Conversations app, when digital conversations are being either offered, auto-assigned, or have been newly transferred to agents.

Priority Icon

In the Inbox app, next to the Assign button, you will find an icon [1] according to the priority level of the conversation. 

Please note that priority levels (and their respective icons) for Conversations can only be defined by an Admin. To know more, please read this article.

Reverting the Reopening of a Conversation

As per the conversation reopening rules configured by an Admin, when a closed conversation is automatically reopened, conversations will be assigned to the last agent that handled that interaction. 

Reopening Operation Records

When a conversation is reopened, the agent can view the message history, the close and reopening operation records of this conversation.

Canceling the Conversation’s Reopening

Agents can cancel the reopening. In this case, the old conversation will be automatically closed, and a new conversation will be created.

The reopening can also be canceled in cases such as when the new message is irrelevant to the previous interactions.

Canceling the reopening of this conversation will result in the creation of a new conversation. All messages exchanged since the reopening will be transferred to it.

Previewing Conversations

When a conversation is allowed to be previewed, according to Admin’s configuration, agents can hover and click the “Preview conversation” button to see (and close) a preview of that conversation in the “Inbox” tab. 

While on the Snapshot (read-only mode), agents are unable to reply to the conversation or update it before any assignment.

While previewing the conversation, agents can directly assign the conversation to themselves, via the Assign button.

Note: In the preview, agents are unable to reply or perform updates to the conversation unless they assign the conversation to themselves.

When a conversation cannot be previewed, based on an admin’s configuration, agents can be informed that the preview is not allowed for this conversation, when hovering the conversation.

Attachments

The Email, Chat and SMS, Facebook Messenger, and WhatsApp channels allow agents and the contact person to share attachments between them.

Note: SMS attachments are only available for United States (US), Canada (CA), and Australia (AUS) numbers.

Inserting Attachments

Through this icon , agents will be able to select the file they wish to send. For size and file types rules (which can be different from channel to channel), please read the Attachments Validations & Errors section.

Upload Status

After being selected or dragged & dropped, the file will be uploaded. The loading status will be visible via the icon at the right of the file’s name.

Once the file is uploaded, the icon will change to display its validity status. Now, the file can either be sent or deleted before sending.

Drag & Drop Attachment

Agents can also use another method to add attachments. This action can be performed by dragging & dropping the desired file to the Conversations screen.  

The drag & drop screen that appears contains information on the maximum size allowed and the extensions that can be sent [1].

Download Attachment

For supported file types, agents can download the file to their devices.
 

Attachments' Validations & Errors

Through the Email, Chat, SMS, Facebook Messenger, and WhatsApp channels, it is possible to share attachments between the agent and the contact person.

*Notes:

• At this time, SMS attachments are only available for desktop. Attachments for mobile versions are not yet available.
• SMS attachments are available only for United States (US) and Canada (CA) numbers. If the touchpoint used to send the attachment is not US/CA or the contact person’s phone is not US/CA, the attachment’s capability will be disabled.

Attachments on Chat Widget

By clicking the clip icon [1], the contact person will be able to select the file to be sent. 

Actions for files sent or received are:

• Preview.
• Download.
• Play.
• Check the length.
• Manage audio.
• Change the speed for videos and audios.
• Among others.

No “Ringing Screen”

To avoid distractions, the no ringing screen is displayed right away (except for the Voice channel). The items will be visible with a pulsating/ringing effect in the Assigned to you tab. 

Multiple Offering

Multiple conversations can be offered at the same time. Being offered multiple conversations simultaneously, decreases the waiting time for Agents, as there's no need to wait for a conversation to end, in order to accept a new one.

Wrap-up Phase

Note: Wrap-up phase will only be available right after you click on the End chat button.

• “Disposition” card [1]: This card is the same as the Disposition card in the “Notes” tab. You are also able to 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 phase.
• “Contact details” [3]: Name, email, and contact pop from linked apps.
• Dismiss button [4]: You can choose to dismiss the wrap-up phase 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]: You can choose to submit the wrap-up phase with all the information pre-filed, or you can adjust it prior to submitting. 
• You can preview the message during the wrap-up phase, as a Conversation Preview [6] is still available for consultation.

• Resuming the conversation: During the wrap-up phase, when the contact person replies, the conversation will be resumed, and the agent will be able to reply back. When this interaction resumes, a pop-up [7] appears, warning the agent. The agent will then exit the wrap-up phase.

Note: Adding a disposition is required to be able to submit the wrap-up phase. An exception is when no disposition can be chosen, since disposition is disabled in these cases.

Using Templates

The “Template” menu can be accessed from the Template menu icon [1] on the editor and also through your keyboard’s “/” key. You can use up or down arrows to select the collection or the template that fits the situation.

When opening the menu, you’ll see a list of Collections. To select a Template, browse the available collections and click the “>” icon [2]. Below each template is a short preview [3] of its content. 

Note: Empty collections won’t be listed, and only active templates will be listed.

Frequently-used templates: Agents can also quickly access their most frequently used templates directly within the template panel, eliminating repetitive steps in high-volume workflows. It automatically surfaces a personalized, ranked list of admin-approved templates based on each agent’s usage over the past 30 days, ensuring that only active and authorized content is shown. 

By reducing the time spent searching or browsing templates, agents can respond faster and with greater confidence in routine scenarios. 

Selecting a Template Language

Use the Language Selector button [1] to open the list of languages available for your account. Note: The Language Selector will only show the languages associated with collections that are active.

To search for a template, select the language and then type the keywords you are looking for. The list will be refined to only display the results that match your search criteria.

Preview the template by clicking the “Eye” icon [2] and see its content before selection.

To apply the template, choose Apply template [3] within the preview screen or click directly on the template’s row. You can add as many templates as you want.

AI Rewriter

AI Rewriter can help make conversations with customers easier and faster, with the following features.

• Recommend tones [1]: AI Rewriter detects the customer’s current mood and the nature of their query and then recommends the most suitable tone for agents to adopt in their replies.
• Rewrite text [2]: Agents will be able to rapidly improve their responses by rewriting replies based on the tone they select or customize.
• Expand text [3]: With AI Rewriter, agents are able to expand their short answers or bullet points.

Ai Rewriter can also be configured via AI Launchpad. This can be done at the "Ring group" or "Agents" levels, after ticking the "Rewriter in Conversations" toggle. After clicking to "Save options", access to AI Rewriter will be provided.

AI Translator

Important Note: Please be aware that costs are associated with usage, once the feature is enabled.

With this feature, you can deliver seamless, real-time translations for customer conversations across digital channels. Customer service agents are able to communicate effortlessly with global customers by providing native-quality translations for both inbound and outbound messages. 

AI Translator ensures accurate, context-aware translations for efficient multilingual support to customers.

• Translated customer message: Agents will see the translated customer message. The original text will be folded by default and can be clicked to expand.
• Translated agent message: Agents will see the original message they input. The translated and sent text will be folded by default and can be clicked to expand.

In the Input Text Box

• Enable/Disable Translator: Agents can enable/disable the Translator per interaction, as required.
• Select languages: Agents can also manually select both the customer and agent languages when needed.
• Auto-detect languages: Customer language is automatically detected based on the first customer message.

Note: Agent language is automatically detected from the AI Launchpad language setting of the AI flow that affects the agent. See the section below for more details. 

AI Translator: Admin Settings in AI Launchpad

• Enable/Disable Translator: Admins can enable/disable Translator for their accounts, using the toggle in the right-hand menu.

Important Note: Please be aware that costs are associated with usage, once the feature is enabled.

• Configure access per ring groups/agents: Admins can use the respective dropdown menu to configure access of AI Translator at the ring groups/agents level.

Previewing the Translated Text (Email Channel Only)

Important Note: The option to preview translations is only available for the email channel at this time.

You will be able to see a side-by-side of the original text and a preview of the generated translation. If you wish to update the original, do so and use the “Refresh” icon on the right-hand box to update the translation accordingly.

When the Send button is clicked, the translated text in the Preview area will be sent directly to the customer.

SLA Timer

The Service Level Agreement (SLA) timer [1] will appear on inbound conversations that have applied configured SLA policies.

SLA Timer Details: When hovering over the SLA timer icon, a detailed SLA timer status of the conversation [2] will be shown, with exactly how much time is left for the first response.

As exemplified above, the SLA timer icon will present different colors based on the urgency of how much time is left for the first response before the SLA threshold is breached.

SLA timer’s color	What it indicates
Grey	When the remaining time is more than 1 hour
Yellow	When the remaining time is no more than 1 hour
Red	When the SLA threshold is breached

 

Agent Whispers to Supervisor

By default, the message input box sends messages to the customer. Agents can click the "Internal message" option to switch and send private messages only intended for internal communications.

This way, agents can write and send internal messages that are visible only to authorized users, not customers.

Agents can also @mention their respective supervisors to request direct support.

Note: Only the assignee of the conversation or users who have the “Monitor” access to Live Contact List/ Live Unassigned Contact List can be mentioned.

To improve clarity on what an internal message is, and what messages are visible to customers, Internal messages will be displayed with a yellow background color to differentiate them from external customer messages, and also display a lock icon to clearly indicate they are not visible to customers.

 

[Preview] Co-browsing

Note: This feature is available in preview for select customers.

Co-browsing enables agents to collaborate with customers in real time to browse websites and web applications directly within an active conversation. Agents can view and interact with the customer's screen in real time, providing step-by-step visual guidance across main channels: voice, chat, SMS, email, and WhatsApp. This eliminates miscommunication, reduces repetitive verbal explanations, and accelerates issue resolution.

Note: This feature is currently in Preview. Functionality may be updated or expanded in future releases.

Important Note: A Video & Cobrowsing license is required to access this feature. Co-browsing must first be enabled and configured by your administrator in the Admin Console. For configuration details, see Talkdesk Digital Engagement: Cross-Channel Features for Administrators.

Initiating a Co-browsing Session and Inviting Customers

Agents can launch co-browsing sessions directly from the Conversation App during any active interaction:

1. In the active conversation window, navigate to the Co-browsing tab and click the Co-browsing button[1]. 

2. The system will automatically generate a unique 6-digit verification code [2] for this session
3. Select an invitation method[3] from the options configured by your administrator
4. Verify the recipient's contact information (phone number or email address)
5. Click Send [4] to deliver the session link and verification code to the customer
6. (Optional) Click Copy Invitation [5] to copy the pre-formatted invitation (including link and code) to your clipboard for manual sharing

Note: Invitation templates and available delivery methods are configured by administrators. For template customization details, refer to the administrator guide linked above.

Joining the Co-browsing Session

Agent Join Process

After sending the invitation:

1. The agent will be automatically redirected to a new browser tab with the co-browsing welcome page
2. The agent’s name and the session verification code will be pre-filled automatically
3. Click Join Now [6] to enter the co-browsing session

Customer Join Process

When the customer receives the invitation:

1. They click the link in the invitation message
2. They enter their name and the 6-digit verification code on the welcome page
3. They click Join Now to enter the session

Important: Mobile devices are supported for joining co-browsing sessions, but customers cannot share their screen from mobile devices at this time.

During the Co-browsing Session

To start screen sharing, click the Share [7] button in the co-browsing toolbar