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Conversations
You handle conversations in the form of chats, emails, and calls in the Conversations view.
Auto-Answering
When auto-answering is used, the offered conversation is automatically accepted for you; no action by you is needed.

Conversations
You handle conversations in the form of chats, emails, and calls in the Conversations view.
- Picklist
- Auto-Allocation
  Conversations from the queues that use the auto-allocation mode are offered to you automatically based on their waiting time, your skills, and various other things defined in System Configurator.
- Hunt Group
- History
  The default History view shows only the conversations where you have been the processor.
- Conversation Details
  The Conversation Details view displays details of one conversation and enables listening to possible recordings in it.
- Save Personal Preferences
  You can save your personal preferred Home, Directory, Picklist, and History view definitions with the My preferences feature.
- Auto-Answering
  When auto-answering is used, the offered conversation is automatically accepted for you; no action by you is needed.
- Simultaneous Conversations
- Reply Templates
  Ready-made reply templates simplify working with chats and emails.
- Internal Notes
- Notification Dot
- Print or Save a Conversation
- Cloud Attachments

Auto-Answering

When auto-answering is used, the offered conversation is automatically accepted for you; no action by you is needed.

When the auto-answer is in use, the timer in the offering view shows the time left before the conversation is connected:

During that time, you can also decline the conversation.

Auto-answering can be used either for auto-allocated or direct conversations, or both. Administrators define in System Configurator if auto-answering is used, and what is the delay. They can also allow agents to modify some of these settings in User Menu > Settings > General Settings.

Note:

If the time in Delay for Auto-Answering is set to be less than 3 seconds, the offering screen with the timer may not be displayed at all but the conversation opens directly.