Dialogues: Address Book, Case, Speech analytics, Variables, Logs

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

1. Dialogs → Address Book

   • To select a contact from the address book or add a new one, click on the button with a person icon to the right of the dialog. 

   • To view and create a contact in the address book, click on the 'Add contact' button. See 'Contact Center AI → How to add a contact to the Address Book'; 

2. Dialogs → Cases

   Create a case for the associated contact and attach the dialog to it if the client's issue extends beyond one dialog and requires further interaction.

   • One dialog can only be linked to one case.

   • One case can include multiple dialogs.

     ✅ Note: To create a case, the counterparty from the address book must be linked to the contact.

     
     

   • To create a case, click on the 'Create case' button.

     • Specify the subject and brief description of the case, select the current case status and operator. By default, the operator who has the dialog is specified.

       • Only statuses that are linked to the scenario where the dialog is located are available for selection. Scenarios are linked in the 'Settings' menu. See 'Contact Center AI → Projects → Board (Statuses)'. 

   • To view or edit a case, change the status or operator, click on the button on the right.

   • To save the changes, click 'Save'. 

   • To transfer a dialog to another case:

     • Click on the pencil icon next to the case and select 'Transfer dialogue to another case'.

     • Click 'Save'. 

3. Dialogs → Speech Analytics

   To view speech analytics for a dialog, click on the button in the right panel. See 'Contact Center AI → Speech Analytics'. 

4. Dialogs → Variables

   • To view variables, click on the button with a cross in the right sidebar. By default, dialogs open with variables. 

5. Dialogs → Logs

   To view the event history, click on the clock icon in the right panel. All dialog events are displayed here — operator actions, calls, etc. 

• Dialogs can be filtered by variables, for example, by responsible manager, client IP, counterparty ID, and other parameters. See 'Contact Center AI → Dialogues → Sorting and filtering'.