Understanding the conversation interface for agents


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.


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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 About the Zendesk Agent Workspace.
This topic includes these sections:
Working with messaging and live chat conversations
Working with calls in conversations
Understanding the conversation header


Related topics

Using ticket tabs to manage conversations
Receiving and sending messages in the Zendesk Agent Workspace



Working with messaging and live chat conversations

The following table describes events and tools for working with a messaging or
live chat conversation:










Event
What it looks like





Browser notifications 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.





Active conversations tab Appears in the left-most tab for easy
visibility while working with tickets.





Accept button Appears on the upper right when a new end user
initiates a conversation. This button is not used if automatic conversation acceptance is
turned on.





Conversation highlighting

Green: End user is online and active.
Orange: End user is online but inactive for a few minutes.
Not highlighted: End user is not online or inactive for a longer period of
time.










Conversation tab update A count of unread comments in a
conversation is added to the conversation tab.





New messages marker A New messages marker appears in the
conversation above unread messages to help you quickly locate them.





Ending a conversation If allowed, you or the end user can end a messaging conversation 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.





Attachments Both agents and end users can include attachments if the
feature is part of the messaging configuration. Attachments are
scanned for malware before sending and
can also be sent as an email reply after the conversation ends.










Working with calls in conversations

The following table describes events and tools for working with calls in a
conversation:









Event
What it looks like





Browser notifications 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.





Incoming calls
When a new call comes in, the call console opens
with Decline and Accept buttons.




In-progress call While the call is in progress, a new ticket is
created and an active call bar appears at the top of the ticket.





Call management You can use the status bar to manage in-progress
calls


Place the call
on-hold. Place yourself on
mute.
Transfer the call to
another agent.
End the
call.




Ending a call without ticket update 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.










Understanding the conversation header

The following table describes useful information you can find in the header at the top of a
conversation:









Description
Example or icon





Default header The header shows your conversation type and status.






Header with Copilot add-on
If you have Copilot , you might also see information
in the conversation header (or immediately below the header) showing the ticket
intent or summary.





Filter by conversation type Click the icon to filter by conversation
type. Choices are All, Public messages, and Internal notes.
If a conversation only includes public messages or internal notes, the filter
icon doesn't appear.





Events Click the icon to toggle between ticket conversations and
events.






SLA target status If an SLA target status appears, it displays
information about the Service Level Agreement associated with
the ticket. Hover over the rule to show the date by which the ticket must be
solved.





Options menu The header may also include an options menu to select
additional actions you can take. Available options can vary by channel
type.









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