Conversations

Conversation Invitation

In order to receive new conversations you must be in an Available Agent Status (Learn more).

When a new conversation is routed to you from the queue, you will have a certain amount of time to accept the conversation. The timer depends on your site configuration and is managed by your company's Quiq Administrator. The default setting is 60 seconds.

A coaching response timer will be displayed in the Active Conversations sidebar providing a visual representation of the time you have left to accept the conversation. As the time decreases, the bar will change colors from green to yellow and finally to red.

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The coaching response timer in action.

Accept

To accept a conversation, simply click the Accept button. Alternatively, you can open the conversation and click the Accept button from within the conversation messaging window.

Decline

From within this same window, you may also click the Decline button to decline a conversation. If you decline a conversation, that conversation will go back into queue for another agent to handle.

Spam

If the message is unwanted or improper you have the option to click the Spam button. Pressing the Spam button will immediately end the conversation and mark it as such for reporting. Follow the guidance of your company's leadership on when to mark conversations as spam.

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An incoming conversation.

Conversation Notifications

You have several options for notifications when a new conversation or message comes in from a customer. You may show a desktop notification, play a sound, or show a browser alert. Navigate to Settings from your toolbar to access the User Settings.

Conversation Transcript

  • The conversation transcript in the center of the screen displays the customer conversation.
  • Customer messages appear on the left, while your messages appear on the right.
  • The Show Details button provides additional meta-data about the conversation.
  • The conversation thread shows the full conversation history across all agents with this customer, spanning multiple conversations.

Message Composer

Respond to a customer simply by entering a message in the text composer and clicking Send. You may adjust your personal settings to send your message when pressing the enter key on your keyboard instead. See User Settings for more details.

A character counter will appear in the lower right-hand corner. This is especially important if you are communicating via SMS as messages may break into separate messages if beyond 160 characters.

If your company's Quiq Administrator has enabled the use of emojis, you will be able to add emojis to your message by simply selecting the emoji icon on the right of the message composer.

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The message composer.

Message Composer Additions

In addition to writing a text message you can add other types of message content. To access the additions, simply click the " + " to the left of the message composer.

See the below list for a description of each of the available options:

  • Snippet: Snippets are reusable message content. See Snippets for detailed information on how to create and use snippets. Learn more

  • Attachment: Attach a file or image to send to your customer. See Supported MIME Types for File Attachments.

  • Giphy: Search and attach a giphy image to your message. NOTE: This setting is OFF by default but your Quiq Administrator can turn it on for your company.

  • Times: Within the Plus menu from the message field, the agent may utilize a Time Chooser to offer selected times to the customer. The agent must enter a message, an event title, and at least one time selection. The selections are sent in the same manner as Quiq Replies and graphical platforms allow the user to click a button, while SMS allows the user to text back the letter corresponding to their choice. When adding time slots, click the Date to use a calendar to change the Date. Click the time entry to change the time, and click the duration to change from day, hours or minutes.

The Times feature in use by an agent.

The Times feature in use by an agent.

  • Quiq Reply: Allows an agent to provide a selection of choices to your customer. As with Times above, these display as clickable buttons on graphical platforms and multiple choice on SMS. See Snippets for more information. Learn more

  • Card: A card is an image with an embedded link and other features used for presenting something to your customer. For SMS recipients, the card is securely stored on the Quiq server and the customer receives a link to the Card. See Snippets for more information. Learn more

  • Partial Response: This message is only a partial response to the customer, and they are not expected to reply. The Adaptive Response Timer will be in effect when the message is sent and will remain active until you send another message.

Copy Messages or Conversations

A single message may be copied to your clipboard by selecting the chevron menu on the message blurb. You may also turn a message into a snippet by using this same menu of options.

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Copying a message.

In addition to copying a single message, you may copy the entire conversation to your clipboard by selecting the Copy button from the top of your conversation thread.

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Copying a conversation.

Opt Outs and Blocking

If these settings are enabled in the Admin section, agents may add customers to opt-out lists and also block customer messages from being received in Quiq.

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⚠️ NOTE

This functionality is currently reserved for sms.

Selecting the opt-out icon allows the agent to add the customer’s number to an opt-out list. Once the conversation is completed, the Quiq system will no longer send messages to the customer’s number. This can be applied to all contact points (complete opt out from your organization) or just the current one.

Agents may select the Spam item to mark the conversation as spam and see the option to block the contact. If blocked, no messages will be accepted from the customer’s number beginning immediately. The number will be blocked for the selected duration (1 week, 1 year, forever).

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Blocking a contact.

Ending a Conversation

When you've resolved your customer's issue, you can end the conversation by simply clicking the End button. You will be prompted to confirm if you are sure you want to end the conversation. Click the End button that appears in this confirmation popup or click Cancel if you need to resume the conversation.

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Ending a conversation.

Unimportant Message Filtering

Sometimes a customer may reply with an additional message after the agent has ended the conversation, like in the example below:

If unimportant message filtering is enabled, a messaging like the above will not unnecessarily reopen the conversation for the agent since a response isn't necessary, but will still be added to the conversation transcript when looking at Closed Conversations, or other reporting:

You can learn more about unimportant messaging filtering in the Message Comprehension section.

Starting a Conversation

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⚠️ NOTE

The Start Conversation ability is configured by your company's Quiq Administrator. This feature may be turned off for specific agents. If you need the ability to start conversations, reach out to your Quiq Administrator.

To start a new text (SMS/MMS) conversation:

  • Navigate to your Conversations panel and click the " + " button
  • A pop up will appear.
  • Select the appropriate contact point to send the message from
    ( Not all agents will see multiple contact points listed in the "Send From" field, in which case the default contact point is used and not selectable).
  • Enter the customer's SMS-enabled phone number
  • Enter in your initial message. You may use snippets or emojis here as well. You may not be able to select file attachments though as that is a setting configured by your company's Quiq Administrator.
  • Click the Start Conversation button. This button will be disabled until all the required fields above have been populated.
  • After the initial message is sent, the conversation is opened in your Quiq application as an active conversation, and may then be handled in the same manner as a conversation that was routed to you.

Searching for a Conversation

Agents may search conversations they closed by clicking the filing cabinet icon on the left side conversation panel.

Agents will only be able to search for conversations they personally closed. Users with the Manager or Admin role may be able to search for conversations that anyone closed.

Conversation ID

Follow the instructions below to find the unique conversation ID:

Navigate to the conversation.
Click on "Show Details" to expand the details of the conversation.
Locate the Conversation ID.