💬Conversation records
Overview
A single service record may contain multiple conversation records. As shown below, this "service record" contains two "conversation records" from different channels. This means the agent and the customer conversed within the same service using LINE and phone respectively. This structure helps more comprehensively record and manage interactions with the customer.
After understanding the relationship between "service records" and "conversation records", through the example we can click each "detailed conversation entry" to view the service timeline. The specific process is as follows:
Phone channel: The customer calls in by phone, and Agent Alice answers.
Service content: The customer requests the agent to provide information about a new product.
LINE channel: The agent sends the new product promotional material to the customer via LINE.
Service completed: This service is completed.
This timeline view can clearly show the detailed process of each service and the usage of different conversation channels, helping to fully understand the interaction history with the customer.
Rules for conversation records under the same service
The rules for merging conversation records into the same service record are as follows:
Active contact: If the agent actively contacts the customer and that customer has an unfinished service record.
Automatic merging: The system will automatically merge new conversation records into the same service record, indicating the service is for the same record.
These merging rules ensure the integrity of service records, making it easier for agents to track and manage all interactions with the customer.
When the agent actively contacts the customer while there is an unfinished service in hand
Message (LINE, Facebook ... etc)
✅
✅
✅
✅
SMS
✅
✅
Phone
✅
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Example of merging conversation records
For example, when a customer calls in and is answered by Agent A, the following is the merging process of conversation records:
First call:
Agent A Answers the customer's call and creates a service record.
Generate A conversation record.
After the call ends, the service record is still not completed.
Second call:
Agent A While the service record is not yet completed, call the customer again.
Generate B conversation record.
The new conversation record is automatically merged into the same service record.
Third call:
Agent A Call the customer a third time.
Generate C conversation record.
The new conversation record continues to be merged into the same service record.
In this way, all conversation records (A, B, C) will be merged into the same service record, clearly showing the complete conversation history between Agent A and the customer, making it easy to track and manage.
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