https://community.sinch.com/t5/Conversations/Conversations-intro/ta-p/9725 <P><STRONG>Conversations</STRONG> is the part of Engage where all conversations that should be managed by a human agent are handled. The main activities in <STRONG>Conversations</STRONG> are:</P> <P>&nbsp;</P> <H3>View and assign new incoming conversations to agents</H3> <P>Incoming conversations requiring a response or action from a human agent are managed in <STRONG>Conversations</STRONG>. Conversations are assigned to an agent with the right skills, either manually in the <STRONG>Assignments</STRONG> view or automatically via auto-routing. You can configure auto-routing rules in <STRONG>Conversations &gt; Settings &gt; Auto-routing</STRONG>.</P> <P>See also: <A href="https://community.sinch.com/t5/Conversations/Assign-a-conversation/ta-p/9561" target="_self">Assign a conversation</A><BR /><BR /></P> <H3>Agents respond to conversations</H3> <P><STRONG>Workspace</STRONG> is where agents respond to messages and have conversations with customers. <STRONG>Workspace</STRONG> provides the agent with full context of the conversation and customer details, easily available for fast and simple resolution of questions. In addition to text, it's possible to send rich media messages that include for example pictures, sound clips, or PDF files. Predefined reply templates can be used for commonly given responses.</P> <P>See also: <A href="https://community.sinch.com/t5/Conversations/Respond-to-a-conversation/ta-p/9560" target="_self">Respond to a conversation</A></P> <P>&nbsp;</P> <H3>Manage conversations across their life cycle</H3> <P><STRONG>All conversations</STRONG> view is an inventory of all conversations, across all agents, channels, and phases of the life cycle. It allows you to easily find and follow up on any conversation had with a customer.</P> Wed, 25 Jan 2023 10:52:14 GMT Hanna_J 2023-01-25T10:52:14Z https://community.sinch.com/t5/Conversations/Conversations-intro/ta-p/9725 <P><STRONG>Conversations</STRONG> is the part of Engage where all conversations that should be managed by a human agent are handled. The main activities in <STRONG>Conversations</STRONG> are:</P> <P>&nbsp;</P> <H3>View and assign new incoming conversations to agents</H3> <P>Incoming conversations requiring a response or action from a human agent are managed in <STRONG>Conversations</STRONG>. Conversations are assigned to an agent with the right skills, either manually in the <STRONG>Assignments</STRONG> view or automatically via auto-routing. You can configure auto-routing rules in <STRONG>Conversations &gt; Settings &gt; Auto-routing</STRONG>.</P> <P>See also: <A href="https://community.sinch.com/t5/Conversations/Assign-a-conversation/ta-p/9561" target="_self">Assign a conversation</A><BR /><BR /></P> <H3>Agents respond to conversations</H3> <P><STRONG>Workspace</STRONG> is where agents respond to messages and have conversations with customers. <STRONG>Workspace</STRONG> provides the agent with full context of the conversation and customer details, easily available for fast and simple resolution of questions. In addition to text, it's possible to send rich media messages that include for example pictures, sound clips, or PDF files. Predefined reply templates can be used for commonly given responses.</P> <P>See also: <A href="https://community.sinch.com/t5/Conversations/Respond-to-a-conversation/ta-p/9560" target="_self">Respond to a conversation</A></P> <P>&nbsp;</P> <H3>Manage conversations across their life cycle</H3> <P><STRONG>All conversations</STRONG> view is an inventory of all conversations, across all agents, channels, and phases of the life cycle. It allows you to easily find and follow up on any conversation had with a customer.</P> Wed, 25 Jan 2023 10:52:14 GMT https://community.sinch.com/t5/Conversations/Conversations-intro/ta-p/9725 Hanna_J 2023-01-25T10:52:14Z