Viewing Previous Conversations Widget

Conversations in LinkLive

LinkLive emphasizes dynamic conversations over traditional sessions, allowing users to seamlessly navigate between current and past interactions with full conversation history. This applies to all communication modes, including chat with multimedia, voice, and SMS, as well as past interactions like missed calls and voicemails.

• Active conversations are arranged chronologically, ensuring the most recent communication appears first.

• New conversations automatically move to the top of the list and display a red pulse notification for unread messages.

• Missed voice calls are logged in History with a Missed Call indicator, making it easy to return calls.

• Users can expand, collapse, and reinitiate conversations, with history accessible directly in the messaging panel.

• Infinite scrolling in History provides quick access to past interactions.

• Conversation transcripts can be viewed with a simple tap.

Managing Previous Conversations

The Previous Conversations Widget includes a paper clip icon to indicate if a file was shared during a conversation. Clicking the icon reveals options such as:

• Adding conversation attendees to the current conversation

• Viewing the conversation transcript

• Initiating a voice call or chat session

Conversation Summary & Consumer Sentiment

The Previous Conversations Widget displays a list of past conversations for the agent. If Consumer Sentiment or Conversation Summary is activated, agents can quickly:

• View the final Consumer Sentiment score and summary of previous conversations

• Access authenticated user chat and voice caller history

• Click on a conversation to review the detailed transcript