Conversations

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Actions in ConversationsMetrics and Filters

In the Conversation Management area, you can analyze various metrics that allow the manager to stay informed about ongoing or completed support interactions.

• Contact Information: Name, number, and email.

• Member number and agent.

• Start and last interaction dates.

• Conversation status.

At the top of the page, you can search for a specific conversation using different filters, which include information related to both the contact and the agent.

Actions

On the right-hand side of each conversation, several features are available for managers to take action and gain full visibility into the operation. Let’s go over each one of them:

1. Open Contact

This action takes the manager directly to the contact's page in HubSpot.

2. Copy Conversation Link

Here, the manager can copy a link that opens the specific conversation directly.

3. View Conversation

This allows the manager to view the full conversation history, whether it's ongoing or already completed.

The conversation will appear in a pop-up window, allowing full visibility of all details such as documents, audio files, etc.

It’s important to note that in this panel, references are organized by conversation, not by contact.

4. Transfer Chat

This action allows the manager to transfer conversations between agents directly from the management panel.

By clicking the transfer icon, a pop-up will appear displaying all available agents for the transfer.

All departments and agents will be listed, along with their online/offline status. Transfers can be made in the following ways:

• To the contact owner.

• To the agent with the fewest active conversations.

• To a specific agent.

• Randomly to a specific department.

Additionally, above the conversation list, it’s also possible to perform bulk transfers and closures. Simply click the highlighted button, select the desired conversations, and transfer them as needed.

5. End Conversation

The manager can also end conversations from the management panel using the icon shown below.

Whenever a conversation is ended—either by the manager or the agent—that action is logged within the conversation history.