Mavenoid help center

Mavenoid help center

  • Admin
  • Flows
  • Agent dashboard

›How-to guides

Get started

  • Intro to the agent dashboard
  • Tutorial - Your first live chat

Learn more

  • Understand live chat
  • Understand voice calls
  • Understand video calls
  • Understand conversation links
  • Understand agent groups
  • Understand agent availability
  • Understand conversation debrief
  • Best practices for live chat

How-to guides

  • Edit your agent profile
  • Get notified of new conversations
  • Troubleshoot browser notifications
  • Toggle agent availability
  • Invite users with a conversation link
  • Share files with a user
  • Draw on images
  • Use video call features
  • Use saved replies
  • Transfer a live chat to another agent
  • Review previous conversations
  • Check agent availability
  • Report an issue

Reference

  • Glossary of terms

Review previous conversations

Browse conversations

  1. Click the history button next to the "Conversations" header in the top left.

History button highlighted

  1. This will take you to the "Previous conversations" view. The left column contains search filters and a list of conversations matching the current filters.

Previous conversations view

  1. Within the list, icons indicate whether the conversation has associated notes, whether it included a video call, what language the conversation took place in, and whether the conversation ended in successful resolution (green checkmark) or not (red X).
  2. Clicking one of the listed conversations will open it in the right panel, allowing you to read the transcript and observe all associated form data and notes.

Reviewing a selected conversation

Search and filter

By default, all conversations that included live support are listed.

  1. By typing text into the search box, you can limit the list to conversations that include the entered text.

Conversations containing the word "motor"

  1. You can also filter based on whether the conversation has notes, included a video call, solved the user's issue, or did not solve the user's issue.
  2. By default, all of these are included. To add a filter, click the dropdown and toggle each category on or off.

Conversation list filtering out solved conversations

Return to agent dashboard

When you're done reviewing previous conversations, you can return to the main agent dashboard view by clicking the history button again.

Back button

Last updated on 1/30/2021
← Transfer a live chat to another agentCheck agent availability →
  • Browse conversations
  • Search and filter
  • Return to agent dashboard
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