Enhanced Agent and Conversation Management

the engati platform has implemented robust security enhancements to ensure a more secure and efficient environment for managing agent user interactions the updates introduce new features for managing agent access and categorizing conversations, providing granular control over communication flows this document provides detailed instructions for using the new features, troubleshooting common scenarios, and configuring security settings key feature categorized conversations the ability to categorize conversations enhances organization, security, and operational efficiency agents can now assign categories to users at the beginning of conversations, ensuring that interactions are restricted to the appropriate groups categories represent predefined labels or groups that segment users and agents these ensure that conversations happen within specific contexts, maintaining order and safeguarding sensitive data 1\ conversation scenarios and detailed workflows when a new user is added, the agent is required to assign the user to a category this ensures users are onboarded with appropriate segmentation from the start step by step workflow navigate to the agent portal go to message > start new conversation enter user details provide the user’s name, contact information, or any required identifier in the prompted fields assign a category a dropdown menu will appear with available categories select the most appropriate category for the user initiate the conversation compose your message in the chatbox click send to start the conversation troubleshooting ensure you have access rights to assign categories; contact an administrator if necessary banner notifications for non working hours & days engati now displays a banner notification for supervisors and agents during non working hours and non working days supervisors' banner "no new conversations will be assigned as working hours are between 11 am 7 pm (\<timezone>) click here to manage the same " "no new conversations will be assigned as mon, wed, and fri are non working days (\<timezone>) click here to manage the same " agents' banner agents' banner "no new conversations will be assigned as working hours are between 11 am 7 pm (\<timezone>) contact your system administrator to update the same " "no new conversations will be assigned as mon, wed, and fri are non working days (\<timezone>) contact your system administrator to update the same " 2\ audit log improvements the audit logs now explicitly indicate when a conversation request was received outside of working days this improvement ensures transparency in conversation assignment failures due to non working days messages in audit logs will include "request received on 27/12/2024, 10 46 18 on friday outside of working days (mon, wed, and fri are non working days) " "request received on 27/12/2024, 10 46 18 on friday outside of working days (fri is a non working day) " 3 agent and user in different categories agents cannot start conversations with users in different categories this restriction prevents unauthorized communication across sensitive segments example scenario agent testadvsecagent testadvsecagent assigned category default user assigned category test when the agent attempts to communicate with this user, an error popup will appear, stating how to resolve adjust the user’s category if appropriate, using administrative controls alternatively, assign the agent to the same category as the user 4 agent and user in the same category if both the agent and user belong to the same category, conversations proceed seamlessly no additional prompts or errors are triggered steps for smooth communication ensure both the agent and user share the same category start a conversation using the start new conversation option in the agent portal proceed with regular chat operations without interruption tip use this scenario for team specific communication channels, ensuring agents and users are correctly categorized during onboarding 5 agent without an assigned category agents without assigned categories are restricted from starting conversations when such an agent attempts to interact with an existing user, the system displays the following error "agent category not defined communication restricted " how to fix administrators should assign the agent a category through the agent management section alternatively, agents can request access to a relevant category from their administrator 6 user without a defined category when users do not have an assigned category, the agent is prompted to assign one before initiating communication steps to assign a category open the start new conversation window select the user from the list or enter their details manually use the dropdown menu to assign a category to the user proceed with the conversation once the category is defined pro tip maintain a default category for unassigned users to streamline the process