Dialogs represent conversations between an interlocutor and an operator or bot. These can be both text and voice communications:
All chatbot dialogues;
All transcriptions of subscriber calls and queues from the virtual PBX (recognized and transferred to Contact Center AI after the call ends);
✅ Note:
Call transcription is set up on the virtual PBX. In Contact Center AI, transcribed calls in the form of dialogs are automatically received, without additional settings.
Dialogues from Question-answer and Speech synthesis elements in Virtual PBX scenarios (recognized and transferred to Contact Center AI in real time; can be useful in cases when an operator connection is required during a call - then he can track what questions the client asked, what was the conversation before his connection).
Operators can use various tools and functions, such as message templates, automatic replies, chat redirection to another operator, etc.
Dialogues are distributed into groups: All dialogues, In process, Completed. In each group, you can limit the display of dialogues with the Me filter - allows you to show dialogues available only to the current operator.
When viewing dialogues, you can perform the following actions:
Change the label for the dialogue. Labels are set on the Tags tab. See Contact Center AI >> Tags.
View variables;
Speech analytics;
View and create a contact in the address book;
Link a contact from the address book to the dialogue;
Download CSV dialogue;
Delete dialogue.
Also see:
Contact Center AI >> Classifier
Contact Center AI >> Speech Analytics
Contact Center AI >> Templates
Was this article helpful?
That’s Great!
Thank you for your feedback
Sorry! We couldn't be helpful
Thank you for your feedback
Feedback sent
We appreciate your effort and will try to fix the article