Daily operations
Conversation detail
Read the transcript, understand decisions, and continue an authorized workspace conversation.
Know the panels
| Panel | Purpose |
|---|---|
| Transcript | Messages with speaker labels, timestamps, and redaction markers. |
| Actions | Requested operations, rule reasons, recorded status, provider references, and errors. |
| How this was handled | Persisted processing stages. Sending a turn shows the newest trace and decision reasons. |
| Who this is | Identity state and caller address; a verification form appears when a matching record and current verification request are available. |
| Details gathered | Collected administrative fields and information still needed. |
| Reference | Conversation ID, linked agent, intent, and confidence when recorded. |
Review an existing conversation
- Read the full transcript before deciding what to do.
- Compare the requested outcome with Details gathered; note anything still missing.
- Inspect the identity state. A matched record is not yet verified.
- Read the decision trace to find the stage that stopped progress.
- Check each action’s status and provider reference rather than relying on the conversation title or closing state.
- For approvals and handoffs, use Review queue. For interpretation feedback, use Intelligence.
Send a workspace turn
- Use this with an owner, admin, or supervisor account and approved test or staff-operated data.
- In an unresolved conversation, enter the next caller statement in Type what the caller says next. If the agent is waiting for information, the placeholder identifies the first missing field.
- Choose Send once and wait for the result.
- Read the updated reply, decision, trace, gathered details, and actions.
- If a supported live connection is present, a permitted action can update the real provider. Check the resulting status.
Verify identity when prompted
- Read which fields the current request requires.
- Enter the authorized verification answers in the displayed fields.
- Choose Check details and review the resulting identity state.
- Continue with the held request as directed by the reply or current conversation state.
- If verification fails repeatedly, follow the staff-review process instead of bypassing the rules.
The current implementation sends five failed verification attempts to staff review. The form is conditional: it appears when the conversation is matched and the latest workspace turn requested verification. An administrator must ensure the identity source and verification fields are appropriate for the workflow.
Mark resolved
- Confirm that the request and any needed staff follow-up have been addressed.
- Choose Mark resolved at the top of the page.
- The conversation becomes Resolved and the turn form is no longer displayed.
Closing a conversation records its closure. It does not approve a pending action, reconcile an uncertain provider response, or establish that a staff team accepted a transferred call.
Review participating agents
Team conversations include Participating agents. Review each specialist name and the reason it was selected, then open that agent to inspect its own rules. The coordinator remains the public voice. Actions keep the responsible specialist ID even when another specialist handles a later request.