8
Conversations, Inbox & Quality
Review conversations, customer ratings, and quality.
8.1Read your dashboard metricsYou want to understand how your agent is performing at a glance.8.2Try it as a customer (Playground)You want to test the live agent safely without affecting your metrics or shoppers.8.3Spot-check conversations in the InboxYou want to review real conversations to see how the agent is doing.8.4Leave 👍/👎 feedback on agent messagesYou want to flag good and bad agent answers and feed continuous improvement.8.5Customer star ratings (CSAT)You want shoppers to rate their experience and want to know where it shows up.8.6The customer support page experienceYou want to understand exactly what your shoppers go through on the support page.8.7How long we keep conversation dataYou want to know what conversation data is retained and for how long.8.8Security Restrictions (lock messages & contact channels)You want to control what shoppers see when a conversation hits a limit, and set the public contact channels they fall back to.