Conversation Fields

To address the challenge of lost conversation context and improve team collaboration, a new field "Conversation Fields" is introduced. This enables agents to document key details about closed conversations, providing a structured way to capture crucial information.

Here is how you can set it up:

Category

1. Go to Settings from the left navigation bar, a secondary navigation will open up. Select Conversation Fields from there.

1. Toggle the switch On for 'Required while manual resolve' and enter the category name and click on New Category button to add a category. Enter the Category name, and category hint to add then click on create. A new category will be added.

The conversation will resolve only after this field gets updated when the Toggle is ON.

Comment

If you want the users to add detailed comments related to the context of the conversation, toggle the switch on for 'Required while manual resolve' under Comment section.

The conversation will resolve only after this field gets updated when the Toggle is ON.

Usage

When a user manually resolves a chat, they will be asked to enter the Category for the chat and the comment for future reference.