Understanding the conversation interface for agents

<body>
<p id="docs-hc-snippet" style="display: none;">To help you manage conversations in the Zendesk Agent Workspace, this topic describes some of the interactions that occur when messaging, live chat, and voice conversations are managed from a Support ticket. It also describes how to use the conversation header to view useful information about the ticket. For more information about the workspace, refer toAbout the Zendesk Agent Workspace.</p>
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<p class="p" dir="ltr">To help you manage conversations in the Zendesk Agent Workspace, this topic describes
some of the interactions that occur when messaging, live chat, and voice conversations are
managed from a Support ticket. It also describes how to use the conversation header to view
useful information about the ticket. For more information about the workspace, refer to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821259930" target="_blank">About the Zendesk Agent Workspace</a>.</p>
<div class="p" dir="ltr">This topic includes these sections:<ul class="ul" id="topic-1__ul_a2j_vk1_b3b">
<li class="li"><a class="xref" href="#topic_gsm_wk1_b3b">Working with messaging and live chat conversations</a></li>
<li class="li"><a class="xref" href="#topic_lnn_1l1_b3b">Working with calls in conversations</a></li>
<li class="li"><a class="xref" href="#topic_n4m_fyc_zlb">Understanding the conversation header</a></li>
</ul>
</div>
<p class="p">Related topics</p>
<ul class="ul" id="topic-1__ul_gyd_5rs_xsb">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408844108826" target="_blank">Using ticket tabs to manage conversations</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408843683226" target="_blank">Receiving and sending messages in the Zendesk Agent Workspace</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_gsm_wk1_b3b">
<h2 class="title topictitle2" id="ariaid-title2">Working with messaging and live chat conversations</h2>
<div class="body">
<p class="p" dir="ltr">The following table describes events and tools for working with a messaging or
live chat conversation:</p>
<p class="p"></p>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_gsm_wk1_b3b__simpletable_pbs_lr4_djc" rules="all" summary="">
<colgroup>
<col style="width:33.33333333333333%">
<col style="width:66.66666666666666%">
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry nocellnorowborder" id="d51e96" style="vertical-align:top;">Event</th>
<th class="entry cell-norowborder" id="d51e99" style="vertical-align:top;">What it looks like</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e96" style="vertical-align:top;">
<strong class="ph b">Browser notifications</strong><p class="p">Zendesk recommends turning on browser
notifications from your Zendesk site, so you can see conversation notifications
when they come in. See your browser documentation for details.</p>
</td>
<td class="entry cell-norowborder" headers="d51e99" style="vertical-align:top;"><img class="image" id="topic_gsm_wk1_b3b__image_l2z_d54_djc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/new_conversation_notification_mobile.png" width="250"></td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e96" style="vertical-align:top;">
<strong class="ph b">Active conversations tab</strong><p class="p">Appears in the left-most tab for easy
visibility while working with tickets.</p>
</td>
<td class="entry cell-norowborder" headers="d51e99" style="vertical-align:top;"><img class="image" id="topic_gsm_wk1_b3b__image_adt_twv_djc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/uc_manage_active_chat.png" width="500"></td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e96" style="vertical-align:top;">
<strong class="ph b">Accept button</strong><p class="p">Appears on the upper right when a new end user
initiates a conversation. This button is not used if <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6009407849754" target="_blank">automatic conversation acceptance</a> is
turned on.</p>
</td>
<td class="entry cell-norowborder" headers="d51e99" style="vertical-align:top;"><img class="image" id="topic_gsm_wk1_b3b__image_lsz_n54_djc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/uc_manage_accept_conversation.png" width="150"></td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e96" style="vertical-align:top;">
<strong class="ph b">Conversation highlighting</strong><div class="p">
<ul class="ul" id="topic_gsm_wk1_b3b__ul_nst_vr4_djc">
<li class="li">Green: End user is online and active. </li>
<li class="li">Orange: End user is online but inactive for a few minutes. </li>
<li class="li">Not highlighted: End user is not online or inactive for a longer period of
time.</li>
</ul>
</div>
</td>
<td class="entry cell-norowborder" headers="d51e99" style="vertical-align:top;">
<img class="image" id="topic_gsm_wk1_b3b__image_m2c_454_djc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/end_user_online-AW.png" width="200"><p class="p"><img class="image" id="topic_gsm_wk1_b3b__image_mrb_lv4_djc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/end_user_inactive-AW.png" width="150"></p>
<p class="p"><img class="image" id="topic_gsm_wk1_b3b__image_vbf_lv4_djc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/end_user_offline-AW.png" width="200"></p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e96" style="vertical-align:top;">
<strong class="ph b">Conversation tab update </strong><p class="p">A count of unread comments in a
conversation is added to the conversation tab.</p>
</td>
<td class="entry cell-norowborder" headers="d51e99" style="vertical-align:top;"><img class="image" id="topic_gsm_wk1_b3b__image_fbf_454_djc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/unread_responses-AW.png" width="200"></td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e96" style="vertical-align:top;">
<strong class="ph b">New messages marker</strong><p class="p">A New messages marker appears in the
conversation above unread messages to help you quickly locate them.</p>
</td>
<td class="entry cell-norowborder" headers="d51e99" style="vertical-align:top;"><img class="image" id="topic_gsm_wk1_b3b__image_rs3_jf5_djc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/uc_manage_new_message2.png" width="650"></td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e96" style="vertical-align:top;">
<strong class="ph b">Ending a conversation</strong><p class="p">If allowed, you or the end user can <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8009788438042" target="_blank">end a messaging conversation</a> without
closing the ticket or updating its status. Once ended, communication through
that channel stops, but you can still send ticket updates via email
notifications, public replies, and internal notes.</p>
</td>
<td class="entry cell-norowborder" headers="d51e99" style="vertical-align:top;"><img class="image" id="topic_gsm_wk1_b3b__image_ykh_454_djc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/end_session-AW-crop2.png" width="500"></td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" headers="d51e96" style="vertical-align:top;">
<strong class="ph b">Attachments</strong><p class="p">Both agents and end users can include attachments if the
feature is part of the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4500747797914#topic_ubc_nmd_btb" target="_blank">messaging configuration</a>. Attachments are
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4483794022170" target="_blank">scanned for malware before sending</a> and
can also be sent as an email reply after the conversation ends.</p>
</td>
<td class="entry cellrowborder" headers="d51e99" style="vertical-align:top;"><img class="image" id="topic_gsm_wk1_b3b__image_qdj_454_djc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/messaging_attachment-AW.png" width="300"></td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_lnn_1l1_b3b">
<h2 class="title topictitle2" id="ariaid-title3">Working with calls in conversations</h2>
<div class="body">
<p class="p">The following table describes events and tools for working with calls in a
conversation:</p>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_lnn_1l1_b3b__simpletable_mjh_y35_djc" rules="all" summary="">
<colgroup>
<col style="width:33.33333333333333%">
<col style="width:66.66666666666666%">
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry nocellnorowborder" id="d51e265" style="vertical-align:top;">Event</th>
<th class="entry cell-norowborder" id="d51e268" style="vertical-align:top;">What it looks like</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e265" style="vertical-align:top;">
<strong class="ph b">Browser notifications</strong><p class="p">Zendesk recommends turning on browser
notifications from your Zendesk site, so you can see call notifications when
they come in. See your browser documentation for details.</p>
</td>
<td class="entry cell-norowborder" headers="d51e268" style="vertical-align:top;"><img class="image" id="topic_lnn_1l1_b3b__image_gf5_pdg_djb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/uc_incoming_call_notification3.png" width="300"></td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e265" style="vertical-align:top;">
<p class="p"><strong class="ph b">Incoming calls</strong></p>
When a new call comes in, the call console opens
with Decline and Accept buttons.</td>
<td class="entry cell-norowborder" headers="d51e268" style="vertical-align:top;"><img class="image" id="topic_lnn_1l1_b3b__image_rmm_p41_b3b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/uc_incoming_call2.png" width="300"></td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e265" style="vertical-align:top;">
<strong class="ph b">In-progress call</strong><p class="p">While the call is in progress, a new ticket is
created and an active call bar appears at the top of the ticket. </p>
</td>
<td class="entry cell-norowborder" headers="d51e268" style="vertical-align:top;"><img class="image" id="topic_lnn_1l1_b3b__image_okq_ybg_djb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/uc_manage_call_bar_in_ticket_active.png" width="500"></td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e265" style="vertical-align:top;">
<strong class="ph b">Call management</strong><p class="p">You can use the status bar to manage in-progress
calls</p>
</td>
<td class="entry cell-norowborder" headers="d51e268" style="vertical-align:top;">
<img class="image" id="topic_lnn_1l1_b3b__image_ezz_crh_b3b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/uc_hold_icon.png" width="35"> Place the call
on-hold.<p class="p"><img class="image" id="topic_lnn_1l1_b3b__image_fpm_drh_b3b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/uc_talk_mute_icon.png" width="35"> Place yourself on
mute.</p>
<p class="p"><img class="image" id="topic_lnn_1l1_b3b__image_ot1_2rh_b3b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/uc_talk_transfer_icon.png" width="35"> Transfer the call to
another agent.</p>
<p class="p"><img class="image" id="topic_lnn_1l1_b3b__image_l1b_1zf_djb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/uc_talk_hang_up_button2.png" width="35"> End the
call.</p>
</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" headers="d51e265" style="vertical-align:top;">
<strong class="ph b">Ending a call without ticket update</strong><p class="p">You can end a call without
closing the ticket or updating the ticket status. When you end the call, the
ticket is automatically updated with call details, and if configured, a
recording of the call. After a call has ended, you can send updates to the
ticket as email notifications and you can include public replies, internal
notes, send attachments, and so on.</p>
</td>
<td class="entry cellrowborder" headers="d51e268" style="vertical-align:top;"><img class="image" id="topic_lnn_1l1_b3b__image_y5b_4kh_b3b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/uc_call_summary.png" width="600"></td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_n4m_fyc_zlb">
<h2 class="title topictitle2" id="ariaid-title4">Understanding the conversation header</h2>
<div class="body">
<p class="p">The following table describes useful information you can find in the header at the top of a
conversation:</p>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_n4m_fyc_zlb__simpletable_km2_j45_djc" rules="all" summary="">
<colgroup>
<col style="width:33.33333333333333%">
<col style="width:66.66666666666666%">
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry nocellnorowborder" id="d51e375" style="vertical-align:top;">Description</th>
<th class="entry cell-norowborder" id="d51e378" style="vertical-align:top;">Example or icon</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e375" style="vertical-align:top;">
<strong class="ph b">Default header</strong><p class="p">The header shows your conversation type and status.
</p>
</td>
<td class="entry cell-norowborder" headers="d51e378" style="vertical-align:top;"><img class="image" id="topic_n4m_fyc_zlb__image_e2t_2rq_zlb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/uc_header_email.png" width="500"></td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e375" style="vertical-align:top;">
<strong class="ph b">Header with Copilot add-on</strong>
<p class="p">If you have <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7908817636378" target="_blank">Copilot </a>, you might also see information
in the conversation header (or immediately below the header) showing the ticket
intent or summary.</p>
</td>
<td class="entry cell-norowborder" headers="d51e378" style="vertical-align:top;"><img class="image" id="topic_n4m_fyc_zlb__image_d23_fqf_pcc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/agent_copilot_intent_summary_in_header.png" width="500"></td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e375" style="vertical-align:top;">
<strong class="ph b">Filter by conversation type</strong><p class="p">Click the icon to filter by conversation
type. Choices are <strong class="ph b">All</strong>, <strong class="ph b">Public messages</strong>, and <strong class="ph b">Internal notes</strong>.
If a conversation only includes public messages or internal notes, the filter
icon doesn't appear.</p>
</td>
<td class="entry cell-norowborder" headers="d51e378" style="vertical-align:top;"><img class="image" id="topic_n4m_fyc_zlb__image_vpt_vq5_djc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/uc_filter_icon.png" width="25"></td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e375" style="vertical-align:top;">
<strong class="ph b">Events</strong><p class="p">Click the icon to toggle between ticket conversations and
events.</p>
<p class="p"></p>
</td>
<td class="entry cell-norowborder" headers="d51e378" style="vertical-align:top;"><img class="image" id="topic_n4m_fyc_zlb__image_twn_ybd_zlb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/uc_events_icon.png" width="25"></td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e375" style="vertical-align:top;">
<strong class="ph b">SLA target status</strong><p class="p">If an SLA target status appears, it displays
information about the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408832852122" target="_blank">Service Level Agreement</a> associated with
the ticket. Hover over the rule to show the date by which the ticket must be
solved.</p>
</td>
<td class="entry cell-norowborder" headers="d51e378" style="vertical-align:top;"><img class="image" id="topic_n4m_fyc_zlb__image_vcp_ml3_zlb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/uc_SLA_timer.png" width="40"></td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" headers="d51e375" style="vertical-align:top;">
<strong class="ph b">Options menu</strong><p class="p">The header may also include an options menu to select
additional actions you can take. Available options can vary by channel
type.</p>
</td>
<td class="entry cellrowborder" headers="d51e378" style="vertical-align:top;"><img class="image" id="topic_n4m_fyc_zlb__image_u4z_1cd_zlb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/options_menu_icon_verticle_sm.png" width="20"></td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
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