Introduction

From wolkvox Manager, you can supervise in real-time the conversations and activities managed by agents across various digital channels.

The Chat & Interactions section within the Dashboard module allows you to consult active and closed chats (from WhatsApp, Web Chat, Facebook Messenger, Telegram, and Instagram Direct), as well as interactions that include email messages, posts, and comments on social media.

This functionality is ideal for performance monitoring, quality control, and operational tracking across digital channels.

How to visualize agent chats and interactions

Access the Chat & Interactions panel

1. From the left-hand side menu of wolkvox Manager, click on the Dashboard icon.
2. At the top, select the Chat & Interactions tab.
3. Within this section, you will find two tabs: Chats and Interactions.

Visualize agents' active and closed chats

In the Chats tab, a table will be displayed with the list of agents and the number of chats they are currently managing or have closed.

Available channels include:

• WhatsApp.
• Web Chat.
• Line (Internal).
• Telegram.
• Messenger.
• Instagram Direct.

To review an agent's active chats: Left-click on the agent's cell in the Active Chats column.

A modal window will open with the agent's active chats, showing:

• Communication channel.
• Customer's phone or user.
• Customer's name and ID.
• Chat duration.
• Agent and customer sentiment.

If you wish to see the conversation details, click on the corresponding chat.

The complete dialogue history will open with all messages exchanged between the customer and the agent.

Visualize interactions by channel

1. Switch to the Interactions tab within Chat & Interactions.
2. Here you will see a list of agents and the number of interactions each one has managed, distributed by channel:
   1. Email.
   2. Facebook Page (comments on posts).
   3. Instagram.
   4. Twitter.
   5. Universal (this column shows the number of personalized interactions created from the “11.Add interaction” API of the wolkvox Manager Configuration APIs group [Click here] to read the documentation for this API or in the public Postman collection [Click here]).
3. Left-click on the row of the agent you wish to monitor.

A modal window will open with the details of all interactions managed by that agent, showing:

If you click on a specific interaction, you can see the full content of the message or post.