Customizing the Conversation Form

You can customize the SimpleChat Conversation entity form according to your organization's needs. The following fields are listed in the form:

Form header fields:

  1. Created On: Customer's reference date. It may be earlier than the record creation date, if the conversation was first answered by a bot
  2. Owner: When the activity is routed to an agent the activity also gets assigned to the agent
  3. Status Reason: The current status of the conversation. See details below
  4. Destination Queue: The queue to which the call will be routed during creation. Filled according to the queue of the selected answer or by default from the channel

Form fields:

  1. Subject: The primary field. Filled with the last customer's answer to the bot questions, or, if a bot was not involved, from the customer's initial message
  2. Channel: The specific channel where the conversation was received or sent, such as the specific Facebook page

Shown only when creating a conversation. Allows you to select a channel that the customer has already contacted before and was identified (was associated with the conversation)

  1. Outgoing Conversation: When making an outgoing conversation, if Always Display is selected display immediately in To Do pane, otherwise, if Display Upon Reply is selected, display in the To Do pane only when the customer has responded to the outgoing message

Only shown in outgoing conversations, filled by default from the selected channel

  1. Conversation With: Filled by the system's customer identification mechanism from the profile if the contact has already been associated with a contact, otherwise when selecting a contact in this field a new profile will be associated with it
  2. Customer Identification: programmatically marking the field when the record is created will skip the system's customer identification mechanism that uses a social profile to identify (allows the application of other logic)
  3. Caller Name: The name of the caller on the channel (such as the Facebook profile name), and when the customer is identified by the identification mechanism according to the social profile, the field will be updated to the CRM contact name
  4. Channel Type: The type of channel from which the customer has contacted, such as Facebook Wall or Web Chat
  5. Channel ID: The channel ID through which the customer has contacted. Will contain the URL from which a chat window opens, the SMS phone prefix (network ID), the post in a private conversation that was opened from a post, or the user ID on the other channels
  6. During Work Hours: Marked by the system according to the work hours defined for the channel
  7. Related Conversation: The public post from which a private Facebook conversation was created
  8. Regarding: the ability to associate the activity to a record in the system, such as a case
  9. Due Date: The date according to which the conversation is prioritized to be routed to an agent. Calculated by the system according to a channel setting
  10. Reminder: Snoozes the conversation for the specified time period. The conversation will be removed from the To Do pane, leaving room for handling another conversation instead. When the time comes the conversation will be reintroduced in the To Do pane, with an alarm clock indicator. Note: If the customer sent a new message when the conversation is snoozed, it will also be reintroduced to the agent.

Below are additional fields that are not displayed on the form and can be used in views and charts:

  1. Call Direction: Incoming or Outgoing. Incoming - initiated by the customer. Outgoing - manually by an agent following a campaign
  2. Conversation Start: The date and time in which the first message was sent or received. Could be prior to Created On when a bot initially chats with the customer
  3. Number of Likes: The number of times people have marked Like to the conversation's post
  4. Number of Messages: The amount of incoming and outgoing messages in a conversation (sent by the customer, the agent, or the bot)
  5. Handling by BOT: Is automatically marked as long as the status conversation is Handled by BOT
  6. Waiting for Agent From: The time in which the conversation's status was set to Waiting for Available Agent
  7. Routed to Agent On: The time in which the conversation was routed to an agent but the agent has not yet replied
  8. Chatting With Agent From: The time in which the agent first answered the conversation that was routed to him
  9. Last Incoming Message: The last message from the customer. Allows application of logic according to message
  10. Last Incoming Message On: The time in which the last message was received from the customer
  11. Last Outgoing Message On: The time in which the last message was sent to the customer
  12. Wait Time for Available Agent (Minutes): Minutes from the time a conversation enters the queue until a free agent is found and the conversation is routed to it (can be used in charts)

Wait Time for Available Agent: Display the above time in views in a readable format

  1. Wait Time for Agent Response (Minutes): Minutes from the time a conversation is routed to an agent until the agent sends a first response (can be used in charts)

Wait Time for Agent Response: Display the above time in views in a readable format

  1. Total Wait Time for Agent (Minutes): Minutes from the time a conversation enters the queue until it is routed to an agent and agent sends a first response (can be used in charts)

Total Wait Time for Agent: Display the above time in views in a readable format

  1. Chat Time With Agent (Minutes): Minutes from the time the agent sent a first response until the conversation is closed (can be used in charts)

Chat Time With Agent: Display the above time in views in a readable format

Below are other fields in the entity that are not displayed in the form:

  1. Caller ID: Caller profile that is unique to the channel (such as Facebook ID). Will be used as a profile ID
  2. Last Answer: Cleared when sending a question to the customer and filled when receiving an answer within the time frame
  3. Last Selection: The ID of the customer's selection from the options presented to him
  4. Question Path: Guids of the questions separated by semicolons.

Enables logic for retrieving information based on all the questions that were presented to the customer rather than the last one

  1. Answer Path: Guids of the answers separated by semicolons.

Enables logic for retrieving information based on all of the answers the customer chose instead of the latest one. Note: A question with no answers is not displayed and is represented as guid.empty (zeros)

  1. Conversation Transcript Storage: For internal use

Below are the possible conversation statuses:

Status reasons under the Open main status

New

Default status reason of every conversation in the system

Note: The conversation is only created after the pre-call questions bot finished executing, if a bot was set in the channel

Handled by BOT

Automatically when a message or a question is sent to a customer through a workflow or by calling a service

Waiting for Available Agent

Automatically when a free agent detection logic started to execute (when a conversation is routed to a queue and in some other cases)

Routed to Agent

Automatically when an available agent is located, and as long as the agent has not responded to the customer

Chatting with Agent

Automatically when an agent sends a message to a customer in the conversation window (not when he has just opened the conversation form)

Status reasons under the Scheduled main status

Scheduled

Not in use. This main status is built-in for all activities and can't be changed

Status reasons under the Completed main status

Completed

Updated when the activity is marked as complete

Status reasons under the Cancelled main status

Canceled

Updated when the activity is canceled

Customer Didn't Respond

Can be configured to be filled with business logic specific to the organization

Outside Work Hours

Updated automatically if in the channel Service Schedule was filled and Close Activity was marked, and the conversation is outside the work hours