Dialogues: Address Book, Requests, Speech analytics, Variables

Contact Center AI dialogues are located on the 'Dialogues' tab. See 'Contact Center AI → Dialogs'.

Linking a dialogue to a contact from the address book

To select a contact from the address book, click the button to the right of the dialogue.

• View and create a contact in the address book. See 'Contact Center AI → How to add a contact to the Address Book';

• Link a contact from the address book to a dialogue.

Request (Case)

You can create a request (case) for a linked contact and attach a dialogue to it. This is useful in cases where the customer's inquiry topic will not end with the completion of the dialogue. A dialogue can only be linked to one case. A case can have multiple dialogues.

To create a case, click the plus button next to 'No case' and select 'Create case'.
 

To view and change the status of a case, click the button on the right.

Existing cases can be edited, a dialogue can be unlinked from a case, or transfeed to another case.

Speech analytics

To view speech analytics for a dialogue, click the button in the right panel. For more information, see 'Contact Center AI → Speech Analytics'.

Variables

To view variables, click the button with a cross in the right sidebar. By default, dialogues open together with variables.