Hanna_J
Employee
Employee
since ‎05-17-2021
‎10-16-2023

User Statistics

  • 37 Posts
  • 0 Solutions
  • 0 Kudos given
  • 0 Kudos received

User Activity

Word Description Related articles Account When signing up to Sinch Engage, an account is created for the customer. A Sinch Engage customer has one account, but the account can have one or more projects. Account, projects and channels Admin A user rol...
Workspace is the view where all communication between an agent and a customer happens. It includes the following parts, from left to right. My conversations An agent can see all conversations assigned to them in this list. For each item in the list, ...
A conversation is in one of the following states: Open, Postponed or Ended. Conversations of all states can be found in Conversations > All conversations, using the corresponding tab at the top of the table. Open A new conversation will always start ...
To indicate to an agent that a customer has been waiting for a response longer than expected, the colors yellow for alert and red for warning are used. A conversation would first be marked yellow as an alert and then red to indicate that the max wait...
Issue I ended a conversation by mistake - where did it go? Solution To find all ended conversations: Go to Conversations > All conversations. Select the Ended tab at the top of the table. Use the available sort , filter and search options to find the...