Conversation Workflow

New emails from Customers are queued in an Inbox and routed to the next available Agent, typically by clicking Next . But for email replies from an existing email Conversation or if there's a new voicemail from the Customer, who the incoming e...

Conversation Reopen Window dictates how long a Customer can reopen a previous Conversation after it has been closed. New inbound Contacts outside of this window create a new Conversation instead. On the other hand, Agents can manually reopen ...

It is crucial to maintain the right balance between allowing Agents enough time to gather themselves between calls and ensuring that there is no unnecessary idle time between Customers. Administrators can configure the time Agents have between ...