Conversations
This section logs the conversation (all incoming and outgoing messages exchanged) between your agents and contacts.
To access Conversations, go to System Logs, then click on the Conversations tab.
Conversation Log Fields
The following fields are included in the message history logs:
Agent Name
The name of the agent registered in your Marqvia account at the time of the conversation.
The email of the agent registered in your Marqvia account.
Department
The department where the conversation was assigned.
Customer Name
The full name of the contact registered in your Marqvia account at the time of the message.
Contact Number
The contact's phone number.
Chat Initiation Time
The timestamp of when the conversation was initiated.
Assigned At
The timestamp of when the conversation was assigned to the agent.
Avg. First Response Time
The average time taken by the agent to respond to the first message.
Avg. Response Time
The average response time for the entire conversation from the time it was assigned to the closing time.
Closing Time
The total time taken to close the conversation. If the conversation status remains open, the closing time will display as 0h 0m 0s.
Current Conversation Status
The status of the conversation at the time you view the report.
rating
The rating provided by the contact for the conversation, if available.
review
Any review or feedback provided by the contact for the conversation, if applicable.
Action
A column to open the conversation window, copy the conversation link, or download the conversation messages.
Viewing the Conversation Information
To view conversation details, you must first apply filters. You can filter by:
Channel: Select the channel to view conversations (e.g., WhatsApp, Facebook, Instagram, or other integrated channels).
Date Range: Select a time frame for the message history: Today, Yesterday, Last 7 Days, Last 30 Days, and Custom.
Department: Filter conversations by the department they are assigned to.
Search Bar (Optional): Enter a contact's phone number to filter and display all conversations exchanged with that contact.
Exporting the Conversations Information
Click on the Export button to download the filtered information as a CSV file to your system.
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