New Conversation
  • 03 Aug 2022
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New Conversation

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Overview

This article will show you how to create a new conversation from CommBox’s Agent Workspace.

To do this, we will need to:

Open a new Conversation

1. Within the CommBox’s Agent Workspace, hover the mouse cursor over the taskbar column on the left-hand side of the screen.

2. Click on the pencil icon. 

3. Select Voice, Email, SMS, or WhatsApp as seen in the screenshot below (additional channels may also appear, depending on the service package purchased).

4. Click on Select a Channel and select the relevant channel from the drop-down menu (an example is seen below).

Sending Options

5. After you’ve finished composing the message, you can select one of 4 options:

Cancel - discard the draft and close the compose message wizard altogether.

Draft - The message will not be sent but will be saved as a draft in its current state.

Send and assign to me - the message will be sent in its current state, and the child conversation will be assigned to the agent who sent the initial message.

Send - send the message in its current state.

Additionally, you have 2 additional options to choose from:

Timing - when the message is to be sent.

  • Now - immediately after pressing the send button.
  • Schedule publish - set a predetermined time for the message to be sent.

Assign Response - select who will receive the expected response from the recipient of the message.

  • Regular - the message will be sent into the queue, waiting to be assigned to the next available agent.
  • Assign to Me - the recipient’s response will be assigned to the agent who sent the initial message.
  • Add me as a Manager in Charge - set the agent sending the message as the manager of the conversation




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