Conversations in Agent

Conversations icon of one big chat bubble and one small chat bubble. lets you chat with supervisors and other agents inside CXone Mpower Agent. You can use it during calls and other interactions. You can chat one-on-one and in groups. When you open Conversations, three lists appear on the left:

  • Favorites: Users you've pinned to the top of Conversations for easy access. You can have up to 10 favorites.

  • Recent Messages: Your latest one-on-one and group conversations.

  • Groups: Group conversations you're part of. Each group can have up to 50 members. This list displays your 10 most recent groups.

Conversations with the most recent activity appear at the top of each list. Use the search bar at the top of Conversations to search for additional conversations. You can search for people, groups, and limited message content. Search results may open the conversation but not jump directly to the exact message.

To access Conversations in Agent, your administrator must enable it in your desktop profile. You must also have the Digital Engagement employee profile attribute.

You can also launch Conversations from CXone Mpower, if your administrator has enabled this for you.

Start New Direct Messages

You can start one-on-one conversations with supervisors and other agents.

  1. In Agent, click Conversations icon of one big chat bubble and one small chat bubble. in the left menu.

    If it's not there, click More icon, three dots in a row. to find it.

  2. Click Start a Direct Message icon of a pencil writing on paper..

  3. Search for and select the user you want to message.

  4. Draft your message at the bottom. You can Bold icon of a black uppercase letter B., Underline icon of an uppercase letter U with a line under it., and Italicize icon of an uppercase letter I that's slanted. text.

  5. When your message is ready, click Send.

Favorite Users

You can favorite a user to pin them to the top of Conversations. This is only available for direct messages, not groups.

  1. Open a direct message in Conversations icon of one big chat bubble and one small chat bubble..

  2. Click the star Icon of a star outlined in yellow. in the top right.

If you favorite a user listed under Recent Messages, they are removed from the Recent Messages section. They appear in the Favorites section instead.

Create Groups

You can start group conversations with other users.

  1. In Agent, click Conversations icon of one big chat bubble and one small chat bubble. in the left menu.

    If it's not there, click More icon, three dots in a row. to find it.

  2. Click Create Group icon of a dark blue plus sign. next to the Groups list on the left.

  3. Enter the New Group Name.

  4. Use Add Member to search for and select users.

  5. Click Create.

Additional Group Tasks

From the Options menu icon of three dots stacked vertically. in the top right of a group conversation, you can:

  • Add members: Click Add/Remove Member. Use Add Member to search for and select users. Then click Update.

  • Remove members: Click Add/Remove Member. In the list of group members, click Remove icon of a gray X. next to the members you want to remove. Then click Update.

  • Edit the group name: Click Edit group name. Change the Group Name. Then click Update. When you change the name of a group, it changes for all the members of that group. Newly added members may need to refresh to see the updated group name.

  • Leave the group: Click Leave Group. When you leave a group, the group disappears from your Groups list. You lose access to new messages in that group.

View Status

A status appears next to each user in Conversations icon of one big chat bubble and one small chat bubble.. Statuses include:

  • Online icon of a white check mark in a green circle.

  • Offline icon of a white X in a gray circle.

Your Conversations status does not sync with your agent state.