Conversations and requests
Read the conversation, take over the request
Conversations from every agent sit in one list, searchable by name, contact details or an answer. What visitors leave for your team opens as a request, with a summary of the conversation and a suggested first step.
Requests
A request arrives with what to do next
When a visitor wants to pass something to your team, the agent takes their contact details and opens the request. It comes with a summary of the conversation, a suggested first step and, when needed, an "Urgent" badge, so your team starts without reading the whole conversation.
- If Zendesk, Gorgias, Freshdesk or Intercom is connected, the request opens there too and you manage its status there.
- If the same person writes again within an hour, no new request opens; what they add goes to their open request.
- Team notes are visible to your team only; they don't go to the visitor or the help desk.
Managed in ZendeskYour team knows where to look
Every conversation in one list
Whichever agent it came from, every conversation is on one page. Filter by status, agent and date; search by name, contact details, an answer or the conversation number.
The whole conversation
The detail view splits the conversation step by step. Next to it are the visitor's answers, the files they uploaded, what the agent did and the conversation's score. Download the transcript or share its link with your team.
Search from anywhere
The search box you open from the keyboard looks through conversations, requests, agents and knowledge base entries together.
In three steps
A conversation comes in
The visitor talks on your site, on WhatsApp or on Telegram, and the conversation lands in the list.
Your team hears about it
A new request, a frustrated visitor or a completed submission goes as a notification to the channel you chose.
Close the request
Set it to "In progress", talk to the visitor through your own channel, write your note and close the request.
Telegram
What matters reaches the channel your team uses
You choose which event goes to which channel: Slack, Microsoft Teams, Telegram or email. Notifications go out in the language you pick, so you know even when the dashboard is closed.
Roles and records
Who does what, what is kept
Role by role
Support staff work on requests, observers only read, and owners and admins change the settings.
Requests aren't deleted
If a visitor asks for their data to be erased, only the content is cleared and the request says so.
Guarded against abuse
The same visitor can open at most five requests an hour.
What teams do with conversations and requests
Support takes over the request, sales follows up on the conversation that stopped halfway, and the booking team sees the submission.
Online sales
Recommends products, adds to cart, answers order questions
Customer support
Answers questions 24/7, passes on what it can't solve
Appointments and bookings
Finds a free slot and puts it in your calendar
Applications and quotes
Collects details and documents for your team
In the help center
- Requests: seeing and following up customer requestsSeeing the requests visitors leave, changing their status, adding team notes and sending them to your help desk.
- How do I connect Zendesk, Intercom or Freshdesk?Requests opened in chat also land in your help desk; your team replies from there and the status comes back to Agenola.
- Alerts and notifications: which event goes to which channel?Routing new request, credit and error alerts to Slack, Teams, Telegram or email, and tracking deliveries.
- How do I read agent analytics?Start, completion and success rates, the step funnel, traffic sources, the conversation list and evaluations on one tab.
Frequently asked questions
Do we reply to visitors from the dashboard?
No. You contact the visitor through your own channel (email, phone). If your help desk is connected, you reply from there.
Which help desks does it work with?
Zendesk, Gorgias, Freshdesk and Intercom. One help desk connects to a workspace.
Are notifications set per person?
No, they're set for the workspace. Email notifications go to owners and admins.
How is a request marked urgent?
AI decides from how the conversation went, and an urgent request is marked urgent in the help desk too.