This unit covers setting up the Conversations functionality of Fastcall.
The Conversations feature enhances communication capabilities by facilitating structured interactions between users and external participants. It streamlines the management of various communication channels, including private calls, SMS, group IVR calls, and softphone transfers. Conversations provide a centralized platform for tracking and organizing interactions, improving efficiency and collaboration.
Conversations will change the way calls and SMS are grouped in the softphone view.
This will allow users to see personal conversations with a lead/contact and group conversations (where the lead or contact is calling or sending sms to a group phone or IVR) on different threads.
Functionalities
- Creation of conversations with specified participants based on interaction type and context.
- Association of each interaction (Call, SMS, IVR, and Transfer) with a corresponding Conversation event.
- Handling missed calls and IVR transitions appropriately within conversation contexts.
- Efficient management of softphone transfers, creating conversations based on transfer types.
Setup Conversations
Enable conversations in Fastcall Settings > Admin Settings > Advanced Settings > Conversation Settings.
Enabling Conversations Data Model will start creating conversations related to calls and messages.
You will see all the conversation events in the Conversations tab.
In each conversation you will see details like:
- External Participant ID
- Internal Audience ID
- Owner
- Last Interaction Time
and in the Related tab:
- Participants
- Events
- Extracts (If enabled)
Enabling Conversation Extracts will maintain a custom object related to the conversation with a text area field containing the conversation extract (sms text and call logs).
Only new SMS and call logs will update the extract since the setting is turned on.
Enabling Display Conversations On Frontend will change the recent interactions view on the softphone so that it shows Conversations instead of the old threads.
if you want to see conversations from before conversations were enabled, you have to Create Historic Conversations, choosing the “from date” and “to date”.
Visibility
A user will be able to see a conversation if:
- It’s a participant in the conversation.
- The conversation has a primary group that he belongs to, and it has at least one SMS.
Conversations Types
Private Communication
- Direct calls and SMS between users and external participants. A conversation will be created with two participants: the record ID or phone as the external participant ID, and the user as the internal audience ID.
- Associates each interaction with a single Conversation event.
- On missed calls, there will be a single conversation participant, the record ID or phone.
Inbound SMS to Group Phone
- Creates conversations with involved primary audience groups as internalAudienceId and external participants.
- Associates SMS interactions with a single Conversation events.
Group IVR Calls
- If a user picks up:
A conversation will be created with the involved group as internalAudienceId and the record/phone as the external participant ID.
The participants will be the record ID or phone and the user who picked up the call.
- External participant hangs up:
A conversation will be created with the involved group as internalAudienceId.
The participants will be the record ID or phone and the missed call owner of the IVR. - Goes to Next IVR
A conversation won’t be created at this point.
The Call will be associated with a single Conversation event in all cases.
Softphone Transfers
Calls, where a softphone transfer takes place, will create one or more conversations depending on whether the internal users overlap in time during the call.
For example:
- When a user makes a cold transfer the internal users will not overlap, in this case, two conversations will be created, one with the original user or group as the internal audience ID, and a second one with the transfer target as the internal audience ID.
- During a warm transfer, a single conversation will be created with the original user or group as the internal audience ID.
Benefits
- Centralized Communication:
Offers a unified platform for managing diverse communication channels.
- Improved Collaboration:
Facilitates structured interactions, enhancing collaboration among users and external participants. - Efficient Tracking:
Enables easy tracking and organization of interactions, enhancing efficiency and workflow management. - Enhanced User Experience:
Streamlines communication processes, leading to a smoother and more intuitive user experience.
Overall, Conversations empower users with a comprehensive communication solution, facilitating seamless interactions and enhancing collaboration across various communication channels.
Last updated: Fastcall v8.4.8, 2024-04-25