My Work Section for Agents in Infobip Conversations Explained [Step by Step Guide]

Learn how agents manage chats, switch channels, use templates, and update customer info in Conversations step by step.

In this hands-on tutorial, you'll learn how customer support agents can efficiently manage and respond to conversations using the My Work section in a modern contact center platform. We walk through real-time message handling, viewing message threads, and using internal tools to streamline communication.

See how agents:
- View message threads with timestamps and communication channels
- Use predefined templates to respond quickly
- Add internal notes for context and collaboration
- Track conversation events like status or assignment changes
- Switch communication channels based on customer preference (e.g., from WhatsApp to others)
- Update customer information in the customer data platform (CDP)
- Fill out support forms like warranty claims
- Generate and send video call links to escalate support

This is a step-by-step guide for agents looking to improve response times, personalization, and workflow inside a centralized communication system. Perfect for new agents, trainers, or anyone wanting to master the platform more effectively.

For further details, please visit the following link: https://www.infobip.com/conversations

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Видео My Work Section for Agents in Infobip Conversations Explained [Step by Step Guide] канала Infobip