Overview: Interaction feed tab (App)

This article provides an overview of the feed tab on interactions in App.

Overview

The feed tab in the customer interaction workspace is where you communicate with a customer via text message and / or web chat. It’s also where you can see the full event activity of the interaction.

The feed tab provides an overview of the interaction that you can scroll through to review. From the moment the interaction is created in the queue, the feed tab lists all events the interaction goes through, including assignment to a user, transfers, and wrap up. The feed is available for both active and completed interactions.

Feed tab activity

The feed tab displays the following activity:

• Conversations between the customer and a chatbot

• Live messaging with customers

• Logged activity for the interaction, (timestamp on voicemail, callback requests etc.) 

• Any action that the interaction has undergone including: 

  • • Transfer events (attended or blind)

    • Accept/reject events, like when a user accepts the incoming interaction or when a user ignores or rejects an incoming interaction. 

    • Status change events, like when the interaction is first created or is connected with a queue user.

    • Workflows events, like when a user runs an embedded workflow.

    • Email timestamps, like when an inbound email is received, and more.

    • SMS messaging notices, like when a customer opts in/out of SMS messaging or when a queue user attempts to send SMS to a customer that’s previously opted out of SMS.

• Notes left by queue users and admins called Private messages.

Visual breakdown

Translation (A)

The translation menus allow you to select one or more alternate languages to translate the messages posted in the feed tab to.

The menus available here are Show messages to me in and Show messages to customer in. These menus list each language as both the English name and native language. See the List of languages supported to see the languages that are available in this menu. 

This is also where you can see which languages are configured for this queue once translation is set up. 

To be able to translate messages, the queue hosting the interaction must have a translation workflow configured to process these messages. Without a translation workflow, posted messages and new messages won’t be translated.

Messaging (C)

The messaging field is where you type the message to send. Press Enter/Return to send the message.

Attachments panel (D)

The attachments panel lets you attach the following to your message:

• Files (paperclip icon)

• GIFs (GIF icon)

• Emoji (Smiling emoji)

Fax (E)

Clicking the fax button opens an outbound faxing form. See Overview: Interaction Fax tab (App).

Private message (F)

The private message button lets you toggle between private messages and public messages. 

A private message is a message that can only be seen by the queue user(s) and admin who have access to interactions and reporting. Public messages are messages sent to the customer. Click this button prior to sending a message to initiate private messaging. When private messaging is active, the messaging field is highlighted in yellow. To deactivate private messaging, click the button again. 

For more information about private messages, see: Overview: Private messages in an interaction (App).

Message type (G)

The message type menu gives you the ability to select which messaging channel to communicate through. The message channel options are:

• Web chat (indicated by a message bubbles icon)

• SMS (indicated by a phone icon)

If the interaction started as a webchat, the SMS channel option populates only if the customer contact information contains a phone number. If the interaction started as SMS, the webchat icon isn’t available.

Read more

• Overview: Interaction coaching tab (App)

• Overview: Interaction Fax tab (App)

• Overview: Private messages in an interaction (App)