Auditor User

The auditor accesses the conversations made by the bot and continues the dialogue if deemed necessary, improving communication with the client.

First, it is necessary to enter the Contact Center area.

Conversations

The auditor sees a panel with all conversations in the below area at the left. There is a searcher area to looking for specific conversations:

When the auditor chooses a conversation, it appears in the top area. Clicking on the conversation, the auditor can see all conversation between the user and bot. If it is neccesary, the auditor can open the dialogue again (below botton - To assign me the conversation).

After clicking the Assigning conversation button, then the auditor can write as an agent.

After 24 hours from the last message, the auditor can send a template or more -it is necessary for the Meta channels- to the user to confirm that the conversation can be continued. You can filter the templates by the auditor role. Once the user answers, then the auditor can write any message.

Temporary Interaction Lock (30-Second Processing Window)

Users with the Auditor role are responsible for reviewing and assigning conversations. When an Auditor assigns a conversation to themselves, the system requires up to 30 seconds to fully process the action. During this processing window, interaction is temporarily restricted only within that specific conversation.

For that conversation, the restricted actions include sending messages to the user, transferring the chat to other available agents, blocking the contact, finishing or ending the conversation, and adding or removing tags.

• System Behavior: Once the 30-second processing interval finishes, your full interaction capabilities are restored. You will then be able to freely message the user, transfer the chat, block the contact, or close the session.
• Parallel Reviewing (Auditor Workflow): While waiting for a conversation assignment to process, your workflow is not blocked. As an auditor, you can continue reviewing other active conversations in parallel and assign them to yourself as needed.
• Transfer Delay: Please note that this identical behavior applies to transfers. When you have an assigned conversation and choose to transfer it to another agent, the system will take up to 30 seconds to complete the transfer process.