As your business expands, it's essential to offer your team straightforward and efficient procedures, enabling them to manage numerous conversations without experiencing burnout or inefficiencies. This is where conversation attributes come in.

With the appropriate conversation attributes, you can efficiently handle any conversation from initiation to conclusion. These attributes allow you to manage different support processes for different types of conversations.

There are 3 predefined conversation attributes. You can select one of these options or create a new one:

• Type: Assigning distinct labels to conversation categories such as 'Bug,' 'Feature request,' or 'Question' enables you to observe real-time trends.
• Product area: Grouping conversations based on various sections of your product enables teams handle different features.This allows you to dissect your reports for a more in-depth understanding of which areas significantly impact your support team.
• Top Priority: Assigning an urgency level to each conversation ensures that customers requiring immediate attention receive prompt, appropriate and prioritized levels of support.

Create a Conversation Attribute

To get started with conversation attributes, navigate to the Preferences section, then select the DATA dropdown menu, and click on the Conversation Attributes section.

Click the Create Attribute button. Upon selection, it will display the following dialog, enabling you to set up the new attribute.

Follow the steps below to set up a new conversation attribute:

1. Choose the format in which you prefer to list each attribute: _Text, List.

   If you have chosen a predefined conversation attribute, a list of predefined attributes will be displayed based on the selected attribute.

   

   To add more attributes to the list click on the + Add option button.

   For our example, let's create the “EliPackage Platform” conversation attribute, and add three list attribute options (Sending Interactive Campaigns, Sending Messages, Preferences), based on the different parts of the new platform we offer.

   

2. Type the name of the conversation attribute.

3. Provide a brief description for the conversation attribute.

4. If the conversation data is applicable only to specific conversations, you can restrict its visibility to certain teams.

   The conversation will be visible only to the team(s) that it is assigned to by sliding the toggle to the right and selecting the desired team.

   

5. To ensure that this attribute possesses a designated value before the closure of a conversation, you can make it required by sliding the toggle to the right . This ensures precise and thorough reporting.

6. Click on the Save button, and you will find your new attribute under Attributes in the Details panel where your team can conveniently set or update it during customer conversations.

   

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NOTE

Each conversation attribute created will be listed in the Live tab.

Live tab

In this tab, you can view and search all conversation attributes that are currently in Live status, and you can presently set or edit them currently from the Details panel during customer conversations.

Each attribute created will be immediately listed in the Live tab. The table includes the following columns:

• Attribute name: Name of the attribute created.
• Creation Date: Date and time the attribute was created.
• Created by: Name of the admin who created the attribute.
• Users: Total number of conversations to which the conversation attribute has been assigned.
• Archive: Archive the attribute by selecting the Archived button. Once selected, it will be placed in the Archive tab.

Archive tab

In this tab, you can view and search all conversation attributes that are currently in Archive status. When you archive an attribute, it is taken off your list of attributes, preventing its addition to new content. That is, all data and reports related to previously attributed content are retained.

Each conversation attribute archived will be immediately listed in the Archive tab. The table includes the following columns:

• Attribute name: Name of the attribute created.
• Creation Date: Date and time the attribute was created.
• Created by: Name of the admin who created the attribute.
• Users: Total number of conversations to which the conversation attribute has been assigned.
• Archive: Set the tag as Live the attribute by selecting the Live button. Once selected, it will be placed in the Live tab.