Conversations

Here, you'll find all ongoing and completed conversations. Learn how to manage them in the following topics!

In the Conversation Management area, you can analyze various metrics that allow the manager to stay informed about ongoing or completed support interactions.

• Contact Information: Name, number, and email.

• Member number and agent.

• Start and last interaction dates.

• Conversation status.

At the top of the page, you can search for a specific conversation using various filters that cover both contact and agent information.

On the right side of each conversation, there are several functionalities available for the manager to take actions and access the entire operation. Let's discuss each of them!

Open contact

This action will take the manager directly to the contact's page in HubSpot.

Open Conversation

Here, the manager can view the entire conversation history, whether it's ongoing or already completed.

The conversation will be displayed in a pop-up window, allowing you to view all details, such as documents, audio, etc.

Transfer Conversation

This action allows the manager to perform transfers between agents directly in the management panel.

By clicking on the transfer icon, a pop-up will be displayed with all available operators for the transfer.

Additionally, above the list of conversations, it is also possible to perform bulk transfers and closures. Simply press the highlighted button below, select the desired conversations, and transfer them as desired.