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Conversations lists every chat, phone call, browser voice call and email your agents have handled. Each row shows how the conversation ended and what it was about. Open one for the transcript, a summary, and, for chat and email, a reply box so you can take over from the agent. Everyone in the workspace can use Conversations, whatever their role.

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The list

The list holds every conversation, newest first, 50 to a page. When there is more than one page, Older and Newer under the table move between pages, with the page number (Page 2) beside them. The line under the rows says where you are, such as “51–100, newest first”, and gives the total once you reach the last page, such as “101–137 of 137”. In the list, each contact is labelled by how they reached you: Web visitor for chat, the phone number for calls, the email address for email, Caller ID withheld for a call with no number, and Browser test for your own voice tests. A single conversation’s page shows the person’s name, once the agent has learned it.

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Filters

  • Channel tabs: All, Chat, Voice, Email, WhatsApp or Zendesk Messaging. Voice covers both phone calls and browser voice. The badge on each row tells you which.
  • Outcome menu:
  • Search (Search by name, topic, or summary…) matches the name the agent learned for the contact (from a lead, a message it took, or a verified visitor), the contact itself, the phone number as stored (so a pasted +12018991082 works), the agent’s name, the channel, the summary, the topic and the outcome. Where a name is known, the Contact column shows it, with the number or address underneath. Capitals do not matter, and the search waits for you to stop typing.
  • Agent menu: with two or more agents, a menu at the top of the page is set to All agents. Pick one to see only its conversations.
  • Date range: All time, 7d, 30d or 90d, at the top of the page. The list opens on All time. The others keep conversations that started in the last 7, 30 or 90 days.
The filters and the search run on every conversation, not only on the page you are looking at, and they combine. Changing one takes you back to the first page. Links from the dashboard and from Analytics open the list with a filter already set. Export CSV downloads every conversation, not only the filtered ones. See Exports.

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Channels

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When a conversation ends

  • Phone and browser voice: when the call ends. A browser voice call with no activity for 30 minutes is closed automatically.
  • Chat and email: after 30 minutes with no new message. If the customer writes again later in the same thread, the conversation reopens. If a person had taken over, that is cleared when it reopens, so the agent answers first. If they ask for a person again, that is a new request.

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Summary, outcome, topic and sentiment

When a conversation ends, Wiredesk reads the transcript and writes four things on it, usually within about fifteen minutes. Until then the conversation shows Ended · summary on its way. A live one shows Live now. A conversation in which the customer never said anything is marked Abandoned straight away and gets no summary. For email, the email’s subject stays in place of a summary. It appears as Subject in the conversation’s details.

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A single conversation

The header shows the contact, the agent, and a sentence on where things stand, such as “Still going. New lines appear here as they arrive.” or “They asked for a person and nobody has replied yet”. The badges beside it show the channel, outcome or state, sentiment and handoff state.

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Who wrote what

In the transcript, the customer is labelled Visitor in chat, Customer in email and Caller on calls. Your AI agent is Agent. A reply from someone on your team is shown under that person’s own name, so a conversation several people worked on reads clearly.

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Take over a chat or email

You can step in on any chat or email conversation from one of your agents. Phone calls are handed to a person differently: the agent transfers the caller live to the number in Transfer calls to a person on the agent’s Handoff page. See Transfer calls to a person.
1

Open the conversation

Conversations where a visitor asked for a person show a Waiting for a person badge, and chats waiting for someone also appear under Needs you in the Inbox and on the dashboard.
2

Take it, or just reply

Click I’ll take this one (when someone asked for a person) or Take over from the agent (when nobody asked). This pauses the agent and tells the visitor you’ve joined, before you type anything. It also shows the rest of your team that you have it. Sending a reply does the same thing.
3

Reply

Type in the box under Reply as owner and send. In chat, the visitor sees your reply in the widget, with your name. In email, it is sent from the agent’s address in the same email thread. Replies can be up to 2,000 characters. So far at the top of the box sums up the conversation, and Draft reply, Saved replies and translation help you write the reply. See Help while you reply.
4

Hand it back

Click Hand back to the agent when you are done, and the agent answers again.
While someone has taken over, the badge reads With a person. Others on your team see “Name is on it” next to the button.
A conversation someone has taken over hands itself back after 30 minutes with no reply from the person holding it, so a closed tab never leaves a customer talking to a silent agent.

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When a visitor asks for a person

If A person in chat & email is on in the agent’s Handoff page and it is within your business hours, the agent can flag a conversation for a person. See A person in chat & email and Handoff.
  1. The conversation is marked Waiting for a person, and you get a notification. The agent keeps answering in the meantime, because a request does not pause it.
  2. If nobody joins within 10 minutes, the request times out and the badge changes to No one answered. In chat, the agent tells the visitor: “Nobody’s free to join right now, sorry. Leave a way to reach you and someone will follow up.” Then it carries on.
  3. If someone joins, the time the visitor waited is recorded on the conversation as Waited for a person and feeds the Answered by a person figure in Analytics.
If the visitor asks again while a request is still waiting, the notification says how many times they have asked. You are not notified more than once every five minutes for the same conversation.