Talkdesk Digital Engagement: Cross-Channel Features for Agents

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

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

 

Using the “Inbox” Tab

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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.

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

Notes:

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  • 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

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

 

Filtering

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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

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

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

 

Filtering by Date and Time

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

 

Filtering by Queues

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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

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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 Button

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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

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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

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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

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

 

Conversation Transferred Successfully

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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

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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”

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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”

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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

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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) and Canada (CA) numbers.

 

Inserting Attachments

Through this icon image7.png, 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

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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.

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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

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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

At this time, no previews of received files are available. Whenever a file is received, agents will have to download it in order to be able to view it.

 

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.

Validations

Email

Chat

SMS*

Facebook Messenger

WhatsApp

Multiple files upload

Can upload multiple files

Can only upload 1 (one) file at a time (for now)

 

Maximum size per file

25 MB

10 MB

5 MB

8 MB

(and 85 MP max for image resolution)

16 MB
File types allowed .doc, .docx, .xls, .xlsx, .ppt, .pptx, .pdf, .jpg, jpeg, .png, .gif, .txt, .bmp, .html, .htm, .mp4, .mp3, .avi, .mov, .ods, csv, .eml, .msg, .rtf, .heic .jpg, .jpeg, .jpe, .png, .mp4, .mp4v, .mpg4, .mp3, .mpga, .mp2, .mp2a, .m2a, .m3a, .mov, .qt, .pdf. .jpeg, .jpg, .png, and .gif

.7z, aac, avi, .bmp, .csv, doc, docx, .gif, .heic, .htm, .html, jar, jpe, jpeg, jpg, m2a, .m3a, mov, mp2, .mp2a, .mp3, .mp4,.mp4v, mpeg, .mpg, mpg4, .mpga, .msg, .ods, .ogg, .pdf, .png, .ppt, pptx, .qt, .rar, .svg, .tif, .tiff, .txt, .wav, .webp, .wma, .wmv, .xls, .xIsx, .xmI, .zip

.aac, .amr, .doc, .docx, .jpeg, .jpg, .mp3, .mp4, .mpeg (layer 3 codec), .ogg (opus audio codec), .pdf, png, .pptx, .vcf, .xlsx

Errors Visual information is displayed in case the message fails, or in case of a file size/extension not being allowed.
File Scanning At this time, attachments are not scanned for possible viruses. Agents will be notified of this, whenever there is a file download or upload.


*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

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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”

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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.

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  • “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.

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  • 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

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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. 

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

 

Selecting a Template Language

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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.

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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.

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