Sangoma CX - Digital Interactions User Guide
The Digital Interactions Tab
The Digital Interactions tab enables agents to engage with clients through digital conversations using platforms such as WebChat, WhatsApp, Telegram, and email.
When the Digital Interactions tab is selected and a digital inbox has been assigned to the agent, the agent will see the following page.
When the Agent clicks on a conversation the messages and content interchanged between both parties will be displayed along with a place where the Agent can enter a new message.
Digital Interaction Panels
The Digital Interactions tab displays information in up to 4 different panels. Each panel can be hidden to make a conversation easier to work with. Each panel displays specific information as explained below.
Inbox Panel
The Inbox Panel displays all the Inboxes the agent is assigned to. It also includes filter options to limit what is displayed in the Conversations List Panel. The following provides more detailed Inbox Panel info:
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To easily identify the channel types, each channel has a distinctive icon next to its name:
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Conversation List Panel
The Conversation List Panel lists the conversations assigned to the agent based on the filter applied in the Inbox Panel. The Conversation List Panel is always displayed if no conversation is open. If a conversation is clicked on, the Conversation List Panel will disappear to provide more usable space for the Conversation Panel.
The Conversation List Panel can be redisplayed to the right of the Conversation Panel by clicking on the Inbox Panel icon ( 
The Conversation List Panel provides the following information:
① Inbox Panel icons - Click on the Inbox Panel icon ( ② Inbox monitor - Provides the number of conversations assigned to the Agent, Unassigned, and total/All. The information provided is based on the filter used in the Inbox Panel. ③ Conversation List - List the conversations assigned to the agent with the inbox name. The agent has to click on a conversation to open the Conversation Panel. This will enable communication with the client based on the Inbox Channel Type. ④ Inbox Name - This is the name of the Inbox that routed that conversation. The icon next to the name defines the channel type. ⑤ Contact Name - The Contact Name displayed depends on the Conversation Type. For WebChats, this is the name the contact provided when they initiated the chat. For Emails, the name displayed is based on the user’s email profile. For WhatsApp and Telegram chats, this is the name of the contact configured in the social network profile. ⑥ Message -This is the last conversation message. Messages sent by the agent displays an arrow ( ⑦ Conversation Time - Time elapsed since the conversation started. |  |
Conversation Panel view options
Display the Conversation Panel to the right of the Conversation list Panel | Hide the Conversation list Panel |
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Conversation Panel
The Conversation Panel is the panel used to communicate with the contact that initiated a conversation.
Chat and Email conversation have the same functionality, Except email conversation can be Parked and the messages received from the contact will display like email instead of just the message you see in a chat conversation. The following provides more detailed information about the Conversation Panel:
Chat Conversation | Email Conversation |
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① Conversation Information - In this area the following information is provided:
Client Name based on the Chanel Type.
Name of the inbox for this conversation.
“More Details” is a hyperlink that opens the Conversation Detail panel
② Back - Closes the conversation and displays the Conversation List panel.
③ Conversation Panel - This area allows the agent to see all messages and content received and sent in the conversation. Messages received from the Contact are displayed on the left and messages sent by the Agent are displayed on the right. The content in yellow are Private Notes entered by the Agent and are never sent to the contact. The three dot icon ( ⋮ ) next to the messages provides the ability allows to copy it and if it is an Agent message it can be added to the canned responses. Please note that if the conversation was previously handled by a chatbot the transcript of the conversation between the contact and the chatbot is also displayed in this panel.
④ Message Editor - This area is used to enter replies and private notes. Its size can be maximized by clicking the (
REPLY - This is where an agent enters a message to send to the contact.
Messages can be multiline and formatted by using the styling options available in the toolbar.
Provides the ability to use and modify Canned Responses by typing “/” and selecting a Canned Response.
Agents can add emojis or attach files to message
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Attachments are limited as follows:
File types:
Images - png, jpeg, gif, bmp, tiff'
Audio - mpeg, ogg
Video - mp4
Text csv, plain, rtf
Applications - pdf, json, ms-word, ms-powerpoint, ms-excel, openxmlformats-officedocument
Size limit: 40MB.
The AI Assist Icon (
) is an optional feature that if enabled allows the agent to use Generative Artificial Intelligence to suggest or enhance responses. The following actions are available with this feature:
If the Message Editor is empty:
Reply suggestions: Provide suggested replies based on the conversation history. These suggestions can help agents respond quickly and accurately to a contact.
If the Message Editor has content:
Fix spelling and grammar: AI Assist can fix spelling and grammar errors in the current draft, ensuring that the contact receives a professional and accurate message.
Expand: AI Assist can expand on the current draft, providing additional information and context to the contact.
Shorten: AI Assist can shorten the current draft, simplifying the message and making it easier for the contact to understand.
Change message tone to friendly: AI Assist can change the tone of the current draft to make it more friendly and approachable.
Use formal tone: Alternatively, AI Assist can adjust the tone of the current draft to make it more formal and professional.
Simplify: AI Assist can simplify complex language and concepts, making the response easier for the contact to understand.
Click the SEND button or use the keyboard shortcut Ctrl + Enter (Windows) or Command + Enter (Mac) to send the message.
PRIVATE NOTE - Select this tab to create a note that will be included in the message timeline marked in yellow but won’t be sent to the contact.
⑤ RESOLVE - A conversation can be resolved/finalized by the Contact or the Agent. Once the conversation is finalized the Agent and the Contact will not be able to send additional messages in the conversation. The agent can finalize the conversation by clicking the RESOLVE button. Until the conversation is resolved or parked the Agent will be considered busy and the system will not assign any other interaction. When a conversation is finalized, a black pop-up with the message “Conversation status changed” is displayed for a few seconds in the upper centered area of the screen.
⑥ Park - A contact who sends a question via an Email, will normally not expect an immediate response. So Email Conversion can be treated with less priority then a chat or phone call. As a result an email conversation can be PARKED if an agent needs to work on a higher priority conversion. When the agent is ready they can UNPARK the conversation and continue to work with the contact. If an Agent parks a conversation the agent will be available and assigned other interactions.
Conversation Detail Panel
Click on the ‘MORE DETAILS” hyperlink in the Conversation Panel ( 1. ) to open the Conversation Detail Panel on the right side of the page. The Details Panel can be closed by clicking the “CLOSE DETAILS” hyperlink in the Conversation Panel. The Details Panel provides the following information related to the current conversation:
① Contact Information:
The following is only displayed in WebChat interactions:
② Previous Conversations - List all previous conversations in this channel from the contact with the same email address. ③ Conversation participants - Display who is in this conversation. |  |