What is conversation history?
Conversation history is part of a live chat screen that displays the conversation history between the visitor and the bot / agent.
The screen is bifurcated into three divisions:
1. Header- 2. Body
- 3. Footer
Header:
Owner:
Displays the current owner of the conversation. By default it is the bot, however, if there is no owner assigned, then ‘unassigned’ is displayed.
Visitor ID:
It reflects the unique visitor id assigned by WotNot to the visitor however the same is replaced by the name of the visitor if the same is shared during the conversation
Copy Chat Transcript:
There is a button ‘Copy Chat Transcript’ that allows the users to copy the conversation to the clipboard
Close conversation:
There is button ‘Mark Done’ that allows the users to address the conversation & move the close category
Transfer conversation:
User does have the ability to transfer the conversation from one agent to another depending upon their availability or requirement. To transfer the conversation, user can click on the bot & select agent or team mate from the available list
Sow/hide contact panel:
The user has the ability to minimise or maximise control panel on click of a button providing extra space
Body:
The body displays the messages that have been exchanged between the visitor and the bot / agent, similar to what is shown in the chat interface.
Footer:
This area of the screen allows the users to respond back to the visitor’s query or question by either joining the conversation or initiating human handover. The agent can respond back to the visitor via text or media file
Media only supports images. If any other file formats are uploaded, i-genie will send the public URL of that file
once the user joins the conversation, the user has the ability to interact with the visitor and share the information as per the visitor’s requirement. The user can also reply quickly to the visitor by using saved replies