Workspaces

Overview

Workspaces enable you to configure the right hand side of the Agent Messaging Console for different groups of agents depending on the type of conversations they're handling.

For example, a team of sales reps might want different tools and customer fields exposed to them than your service reps would.

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If your organization doesn't have Workspaces enabled, please reach out to your CSM or email [email protected] for help enabling.

Creating and Configuring Workspaces

• Multiple Workspaces can be added from the Workspaces Admin section within Quiq using the Create New Workspace button.
• When editing a Workspace, you can use the Save As Copy button to create a copy of that Workspace. This can be useful for scenarios where you you may have the majority of the same content between Workspaces, but slightly different fields or custom extensions enabled.
• You can create multiple different Sections using the Add Section button to group up your right hand side in a way that makes sense for your agents.

Adding Fields

You can select from a range of standard Quiq fields, along with Conversation and Customer Custom Fields to be added to your Workspace:

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AI Agent fields will not be available for use in Workspaces, you must write those field values to either a Customer or Conversation Field in order to use it in Workspaces.

Once added, you can add a specific label to your field, or mark it as required, meaning the field must have a value entered before an agent can close out the conversation:

Adding Custom Extensions

In addition to adding fields, Admins can also create and leverage custom right hand extensions within a Workspace. This can be a great way to add customized extensions that extend the capabilities of Quiq's agent console even further. Each extension requires an ID and URL, and you can decide whether it's default expanded, and whether or not it's visible to the agent.

For more information on creating custom extensions, refer to the developer documentation.

Workspace Rules

Workspace Rules allow you to configure under what condition a certain Workspace is used, and can be configured under the Workspace Rules section in Admin.

Workspace Rules Considerations

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Not all Custom Fields are available for use in Workspace rules. The fields available are generally limited to fields that do not change after the conversation has started with the agent, as well as fields where the value is known at the start of the conversation.

Common Workspace Rules

Below you'll find some common Workspace Rules, and how to set them up.

User is a Member of Role

By far the most common Workspace Rule, this rule uses the User is member of role field to determine what Workspace to use for a given conversation: