Conversation History

Conversation History allows agents to see previous conversations with a user when the agent accepts inbound phone calls, authenticated chats, or SMS. When the agent accepts these inbound sessions, they are presented with a list of the previous conversations in the Conversations panel. The Agent can click on a previous conversation to see the full transcript of that conversation directly within the Agent Tools panel. If activated, the agent will also see the AI-generated Conversation Summary and Consumer Sentiment score for the previous sessions.

The conversations shown in the history are dependent on the active conversation type as outlined below. The conversations shown will be for previous conversations with the active hunt group - AND- other hunt groups of which the agent is a member.

• Phone Call Sessions (keyed to phone number)

  • Phone Calls

  • Inbound SMS to the hunt group

  • Voice Mails

• Authenticated Chat Session (keyed to user PID)

  • Authenticated Chats

  • Voice (originated from a chat or VOIP call to the hunt group)

  • Voicemails (originated from a chat or VOIP call to the hunt group)

• Secure Mail: does not show Conversation History

• Non-Authenticated Chat: does not show Conversation History

When accepting the session, the agent is presented with the five most recent conversations with that user. The agent can click the MORE button to search for the next 5 most recent conversations. The overall duration of the conversation history is as follows:

• Phone Call, Voice sessions, Authenticated Chat, Inbound SMS - History is generally available from Q1 2024 onward, depending when your server was updated to store history

• Voicemail and Secure Mail - History is available for the previous two weeks