Conversation Flow

Conversation Flow

"This guide covers the management of Bevatel conversations, including assignments, replies, private chats, email sending, status changes, CSAT surveys, and accessing previous conversations."


Conversation Workflow

Conversations

Go to the home screen of the Bevatel Agent Dashboard


Click on Conversations. Then click on All. The conversation that the customer has initiated can be seen here. The details of the conversation open up in the right-hand side panel.

Here are actions you can perform on existing contacts from the Conversation Module:

  1. Edit Contact: This action allows you to update or modify the information associated with a contact, ensuring that your contact details remain accurate and up to date.
  2. Merge Contacts: Merging contacts enables you to consolidate duplicate or similar entries into a single, coherent contact profile, reducing redundancy in your database.
  3. Delete Contact: Deleting a contact removes them from your database, effectively ending your interaction with that particular contact. Use this action with caution, as it permanently removes their information.
  4. Block Contact: Blocking a contact prevents them from initiating further communication with you, providing a layer of protection against unwanted interactions.
  5. Send New Message: This action enables you to initiate a fresh conversation with the contact, allowing you to communicate or follow up with them as needed.
Here are some buttons you can check also:
  1. Mute Conversation: This feature prevents the conversation from sending notifications, allowing you to manage the conversation without receiving constant alerts.
  2. Send Transcript:This feature allows you to send a copy of the conversation transcript to a specified email address. You have two options:
    1. Send the transcript to the assigned agent: Select this option to send the transcript directly to the agent handling the conversation.
    2. Send the transcript to another email address: Choose this option to send the transcript to a different email address. Enter the desired email address in the provided field.
  3. Shortcuts: This feature allows you to manually start any workflow that has a shortcut trigger configured. By using the shortcut, you can initiate workflows instantly without waiting for automated triggers, providing greater flexibility and control over your processes.
  4. Stop Workflow: In the conversation module, the "Stop Workflow" button allows users to halt any active workflows or processes within the ongoing conversation, effectively terminating any automated interactions or actions that the chatbot was performing.


Assign Agent
If the inbox has been created with 'auto assign' not clicked, the conversation will not be automatically assigned to any agent. Click on the drop-box below Assigned Agent and select the Agent name. You can change the agents assigned here at any time.



Assign Team

Click on the drop-box below Assigned Team and select the team to which this conversation belongs.



Assign Labels

Click on Add Labels below Conversation Labels and select the category to which this conversation belongs.



Assign Priority

Click on the drop-box below Conversation Priority and select the priority of this conversation. 

You can see in the screenshot that all actions done by you are seen in the chat window in Agent Dashboard.


Reply for the Conversation

You can reply to the customer's conversation by typing in the Reply area. Shift+enter will enable you to start typing in a new line.


Click on the Send button to send your message to the customer.

Various options are there in the Reply area to enhance the messages.

Emoji Button This Button is to select and include Emoji in the message.

Attachment Button This Button is to select and include attachments in the message



How to Send Canned Responses

Suppose you wish to include already prepared canned responses as a reply, type '/' and give the short name of the message. An example is given below. Once you type '/', available canned responses will be listed and you can select from these.




Private Chat with Agents

There is an option to discuss the customer's conversation with another fellow agent if you need some more clarification. This option is available just beside the Reply tab, named Private Note.


Type '@' in the Private Note Window and all agents who have been added to this team will be listed. Select the agent and type in the message that you want to consult with this agent.

Click on Add Note to send the message. You can see a locked sign on the message that you sent. This message will not be visible to the customer.

The second agent to whom the private chat is addressed will receive a notification in his account.





Replies sent by a second agent will be visible in your private chat window.


Sending E-mails

Once the End user has provided their email id through the conversation, the Agent can send the chat conversation in an email to the customer. The email ID will be listed against the name of the Customer in the details window. The email ID will be automatically added to the Contacts.

Click on the "Send icon" at the top of the screen. There is an option to send a transcript. Click on it.

A screen opens up with the first option as 'Send the transcript to assigned agent' and the second option as 'Send the transcript to another email address'.



An email can be sent to agents in the team by selecting the first option. By selecting the second option, and giving the email ID of the end user, the chat transcript can be sent to the customer.



Click on Submit. A message will be displayed "The chat transcript was sent successfully". The End user will receive the chat transcript in his email inbox.

Transferring Agents

You can transfer the ticket/issue to another agent by selecting a different agent from Assign Agent option. The whole conversation will be visible to the newly selected agent.


Changing Conversation Status or setting Reminders

Conversation Statuses

Bevatel conversations can be toggled into the following statuses:

Pending: The pending status is used by bot integrations in Bevatel to keep the conversations in a temporary state before the agent can start taking a look at them. Once the bot finishes triaging the conversation, It toggles the status into open. The agent can toggle back the conversation into this state if they want the conversation to be handled by the bot again. 

Open: The default conversation status in Bevatel for a new conversation unless a Bot Integration is enabled. These are conversations with customers waiting on a reply from the agent.

Snoozed: If you don't have the full information to resolve a conversation and are expecting further replies, You can toggle the conversation in snoozed status. This status is also helpful in cases where you need extra time to investigate the issue and want to move the conversation away from your primary support queue. Snoozed status is also a helpful way to set reminders on a conversation that you want to get to later.

The following options are supported for Snoozed:

  1. Snooze Until the Next Reply

  2. Snooze Until Tomorrow

  3. Snooze Until Next Week

Resolved: These are conversations which has been addressed and require no further communication. The Resolved status is equivalent to closing the customer support ticket.

Workflow

The agent can choose the appropriate conversation status once the solution is conveyed to the customer.



Snooze options:




The allowed options are given below:







The Conversations can be selected and viewed as per their status on the Conversation section as below.



Note: When an agent changes the conversation status to open, the conversation will automatically be assigned to that agent.



CSAT
Once the ticket or conversation is marked as 'Resolved', if the CSAT option is enabled, the survey will be sent to the customer as below:




The response from the customer can be viewed in the CSAT section in Reports.

Previous Conversations

Once the conversation has been marked as resolved and CSAT has already been obtained - next time the same customer starts a new conversation, the Previous conversation associated with the customer will be shown on the screen. This will help the agent to understand the history of the customer's issue.



    • Related Articles

    • Conversation

      "Conversations Report provides insights into conversation volume, response times, and source breakdown, helping managers optimize customer support." The Conversations report provides insights into the volume and traffic of conversations in the ...

    • Conversation

      "Conversations Report provides insights into conversation volume, response times, and source breakdown, helping managers optimize customer support." The Conversations report provides insights into the volume and traffic of conversations in the ...

    • Opened Conversation

      "This step initiates a conversation with the Contact, opening it for interaction within the workflow." This Step opens a Conversation with the Contact. How It Works When the Workflow is triggered, a conversation with the Contact will open. The ...

    • Closed Conversation

      "This step closes a conversation with the Contact, optionally adding a category and comment for documentation." This Step closes a conversation with the Contact. Configuration Both configurations in the Close Conversation step are optional but might ...

    • Advanced Conversation Filters

      "Bevatel offers advanced conversation filters, allowing you to filter conversations based on various attributes using AND and OR operators, providing powerful query capabilities." Advanced Conversation Filters Bevatel lets you apply advanced filters ...