Dialogs represent chats between an interlocutor and an operator or bot. Several types of dialogs are provided within this service:
Chatbot DialogsThese are text or voice interactions with automated systems that can respond to user requests without operator involvement.
Call Transcriptions from Subscribers and Virtual PBX QueuesCalls that go through the virtual PBX are transcribed (recognized) and transferred to the AI Contact Center after the call ends. These transcriptions help to analyze and use call data in the form of dialogs later.
✅Note:
Call transcription is configured in the Virtual PBX. Transcribed calls are automatically transferred to the AI Contact Center as dialogs, without additional settings.
Dialogs from 'Question-Answer' and 'Speech Synthesis' Elements in Virtual PBX Scenarios
Such dialogs are recognized and transferred to the AI Contact Center in real-time. This is useful when an operator needs to be connected during a call. These dialogs help determine what was discussed before connecting the operator.
✅Note:
The right and left parts can be collapsed by pulling the dividing line.
The AI Contact Center includes the following dialog management functions:
Dialog Filtering
Dialogs can be filtered and sorted to simplify search and analysis. For more details, see 'Contact Center AI → Dialogues → Sorting and filtering'.
Dialog Search
- Allows searching for specific messages in dialogs.
Creating a New Dialog
To create a new dialog, click the circle button with a plus:
A dialog can be created via SMS or E-mail.
✅Note:
To create a dialog via SMS, the 'SMS' channel must be connected in one of the chatbot scenarios. See 'Contact Center AI → Scenarios' and 'How to create a SMS connector'.
User Blocking
To block a user (for messenger dialogs) click the block button:
Dialog Completion
To complete your dialog, click the 'Complete dialog' button.
Operator Change
To reassign a dialog to another operator, click the pencil icon next to the operator's name. Select an operator from the dropdown list and click 'Change'.
Transferring Dialog to Another Scenario
Click the pencil icon next to the current scenario name. Select a scenario from the dropdown list and click 'Change'.
Taking Over Dialog
To take over the current dialog, click the button — ‘Take Conversation’.
Listening to Dialog Recording
To listen to a dialog recording, click the play button.
To download the recording, click the three-dot button.
Downloading Dialog CSV
To download a dialog in CSV format, click the corresponding button — ‘Download dialog’.
Editing and Deleting Messages in Dialog
Hover over the message and select the appropriate option:
When viewing dialogs, additional options are available:
- Assigning tags (labels) to simplify dialog character recognition. See 'Contact Center AI → Tags'.
- Viewing, creating, linking contacts in the address book.
- Creating a customer ticket for the dialog.
- Viewing speech analytics for the dialog. See 'Contact Center AI → Speech Analytics'.
- Viewing variables for the dialog. See 'Contact Center AI → Dialogs → Additional Options'.
Also see:
Contact Center AI >> Classifier
Contact Center AI >> Speech Analytics
Contact Center AI >> Templates
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