Conversation management
Manage the work behind every customer conversation.
Customer requests often need more than a reply. Voz360 combines structured information, related conversations, team collaboration and approval steps so your agents can manage the full path from intake to resolution.
THE WORKFLOW, EXPLAINED
How does Voz360 manage complex service tickets?
Voz360 structures conversations with custom forms, static and dynamic properties, checklists and complete history. Teams can transfer, merge, link or create parent-child relationships, collaborate with notes, perform root cause analysis and manage approvals through the resolution process.
INSIDE THIS CAPABILITY
Understand what the team can do, and how it connects.
Conversation management
Capture the details your service process needs
Use custom forms, static properties and dynamic properties to give conversations a useful structure. Keep the details needed for a request alongside the discussion, and use checklists to make the handling steps visible to the team.
Custom forms capture information specific to a service request.
Static properties provide consistent fields across conversations.
Dynamic properties support information that varies with the workflow.
Checklists help agents follow the required actions before closing the work.
Conversation management
Organize requests that belong together
A customer may contact you more than once, while one issue may create work for several departments. Voz360 gives you different ways to represent those relationships so agents can understand what is connected and how it should be handled.
Merge conversations when separate requests should be handled together.
Use parent-child conversations to break a larger request into related pieces of work.
Link conversations when they need to stay separate but share context.
Transfer a conversation when another agent or team owns the next step.
Conversation management
Bring the right people into the resolution
Collaborate within the conversation rather than relying only on the public customer reply. Private notes and global notes give teams places to record internal context. Approvals make a decision part of the handling process, and root cause analysis (RCA) records the issue behind the request.
Collaborate with colleagues while the customer request remains in view.
Capture internal context in private notes and global notes.
Include approvals for work that needs an authorized decision.
Record RCA to help the team understand why the issue occurred.
Conversation management
Keep the handling history from beginning to end
The conversation history connects the actions, handoffs and decisions that brought the work to its current state. A colleague taking over can review what happened, rather than ask the customer or the previous agent to reconstruct it.
Follow the end-to-end history of the conversation.
Review the context around transfers and collaboration.
Keep approval and resolution activity within the work record.
Use email, messenger and SMS notifications to keep relevant people informed through the service workflow.
FOLLOW THE WORK / ILLUSTRATIVE SCENARIO
One request, several teams, a visible history
A customer reports a delivery issue that needs an operations check and an approved exception. The conversation should retain both the customer discussion and the work needed to resolve it.
- 01
Structure
Capture the order reference and required checks in a custom form.
- 02
Coordinate
Link related work or create a child conversation for operations.
- 03
Approve
Record the private context and route the exception for approval.
- 04
Close the loop
Respond with the confirmed outcome and retain the handling history.
QUESTIONS & ANSWERS
What else should your team know?
Explore the details behind conversation management.
How are merge, link and parent-child conversations different?
Merge is for conversations that should be handled together. A link keeps separate conversations connected for context. Parent-child relationships organize related pieces of work under a larger request. Choose the relationship that reflects how your team needs to manage the issue.
Can we adapt the conversation to our process?
Yes. Custom forms, static and dynamic properties, checklists, approvals and workflow rules let your team structure the information and handling steps around its service process.
MAKE THE EVALUATION SPECIFIC
Build your resolution process into the conversation.
Bring one complex ticket, its checklist and the teams involved.