Working with Threads List

After you filter out the required threads, you can see them and their details in the Threads list. If you hover over a thread in the list, you can see the message preview window:

You see the messages that are exchanged within one chat (that is, the messages that are exchanged before a thread is closed). However, a client can open a thread again after it is closed by sending a message (which will also create a separate chat). You can also send a message to a client, if necessary. Such chats will be displayed in the Threads list as separate entities (if they fit the filtering settings that you select).

Downloading Chat/Routing History

From the Threads list, you can download a thread’s chat/routing history. To do that, in the Threads list on the History tab, click Thread actions and select one of the options:

  • Download chat > Of the current thread, Download chat > Of all threads – Select one of the options to download a .csv report with the details of the selected chat/all threads of the client. In the report, you see the client’s name and external ID (for example, from the customer’s CRM), date and time when the messages are sent, the content of the messages, and whether there are attachments in this chat.
  • Download routing history – Select this option to download a .csv report with the routing details of the selected chat. This report contains the following information, including the dates of the events:
    • Thread creation and the client’s internal ID
    • Segmentation parameters
    • Successful trend compliance checks for segments
    • Route name
    • Assigning the thread to an agent or a bot
    • Returning the thread to the distribution queue (including due to a transfer)
    • Closing the thread (including the name and the role of the person who closed it)

Reviewing Chat History

If you click any of the chats in the list, you can see its history in the chat area. The chat history displays for the specific thread you open. However, if you want to see the chat history of all threads the client has had, toggle on the View all history switch:

Once View all history is enabled, the history of all client’s threads (including the system ones) displays in the chat area: up to 20 messages before the current trend and after it (if any). When scrolling up or down, the messages of the client’s threads display, and, while scrolling, other messages are being loaded. Note that the client’s environment data only displays in the original thread. 

If messages of other threads are loaded and displayed on the screen, you can quickly go back to the original thread by tapping the respective button. When you disable the feature, the messages from other threads are no longer visible in the chat history. 

In the chat history (regardless of whether it is for a specific thread you opened or for all threads of this client), you can see everything an agent can when working with a client:

  • Formatted text sent by a chatbot (short clickable links (hyperlinked words and phrases) that lead to the required URLs, text in bold and italic, ordered and unordered lists, images)
  • Voice messages: You can listen to APM voice messages sent by clients via a messenger and pause, rewind, and download them if necessary. The same functionality is available for attachments in aac, mp3, amr, audio/mpeg, audio/ogg, and codecs=opus.

    If the speech recognition service is enabled, you can also see the text of the voice message.
  • If a client sends their location from a messenger or social media (VKontakte, Telegram, Viber Bot, WhatsApp), you can see it in the chat history as a clickable My location button. When you click it, a map with the location specified by the client opens in a separate browser tab.

  • Messages sent by a “personal manager” that has a name and an avatar, just like an ordinary agent. This is enabled by a system administrator and is set up and maintained in the database.

    If you open a chat with a client that was held by a “personal manager”, you see the “personal manager’s” avatar and name, but if you click the avatar, you see the real agent’s details. For more details on the personal manager functionality, refer to the Messaging as a Personal Manager topic in the Client Messages in Threads article of Agent Operations.
  • Internal comments left by agents, if any. The comments are not visible to clients.

  • System messages (client blocking, thread transfer, thread tags, rating, etc.)

    Apart from the system information like thread closure time, name and role of the user from whose queue the thread was closed (including the name of a supervisor who closed the thread, if applicable), reasons for thread closure, client blocking, and thread tags, you can also see the rating the thread has received (including both the rating request text and the score received). Note that if the client rates the thread while you are reviewing the thread, you can only see if after you refresh the page.

If you hover over the rating in the system message, you can click it to exclude the rating from the Survey results report and the agent’s KPIs. For more details, refer to the Managing Agents’ Ratings for KPI and Reports article.

In the chat history window of a selected chat, you can also use the following options of the Thread actions button, if available:

  • Close thread: To close a thread that is not closed yet (that is, the threads that are in any status except for CLOSED or CLOSED_BLOCK_REQUESTED). You can close any agent’s or bot’s thread.
  • Message client: To send a message to the client (both in the chat or via email)
  • Transfer: To transfer a thread
  • Download chat, Download routing history: To download the chat/routing history (as described above)
Filtering Threads for Threads List
Next Article Closing Threads