View Conversation Data

Enables agents to view conversation data for an active conversation and past conversations based on permissions.

To learn more, see Conversation Data.

By default, right-side panel opens automatically when a conversation is accepted by the agent. Conversation Data pane and Customer info pane will be expanded in this view. Agent can collapse them by clicking on arrow. Agent can collapse and expand right panel as well. The conversation data is available in the form of key-value pairs. If any changes are made to this data, they'll be updated here on run time, without requiring a manual refresh.

To see the conversation data of past conversations, the agent with certain permissions can only see the data in the conversation history by clicking on the Conversation Data chip shown alongside each conversation. 

For now, each update done to the Conversation Data is logged in the conversation history. In future updates, the past conversations will only carry one Conversation Data per conversation, with the latest modified key-value pairs.