Concurrency
Concurrency defines the maximum number of open conversations that an agent can handle at a time.
5 docs tagged with "Conversation"
View All TagsConversation Assignment States
1. There are three tabs in the conversations section — Mine, Unassigned, and All.
Conversation States
A typical Conversation Life Cycle looks like:
Labels
For each customer conversation, there is an option to assign a label to it. Labels help you to categorize conversations and prioritize them.
Lifecycle of a Conversation
A typical Conversation Life Cycle looks like: