What's new?
Your agents now classify each conversation as Sales, Service or Undefined when closed, and the funnel of stages is executed only on sales. Support inquiries, complaints and single questions stop adding to your funnel, so your conversion reports reflect the actual sale.
Key Features:
✍️ Two conditions in natural language: describe when a conversation is about sales and when it is about service. If it doesn't meet any, it's left as Undefined.
🏁 Closing evaluation: the type resolves on the entire conversation when it ends, either due to an end condition or due to inactivity. If it is a sales one, the appropriate stage is assigned.
💬 Data from each conversation: the type is saved in the conversation, not in the contact. The same customer can have a service conversation today and a sales conversation tomorrow.
🔍 Full traceability: see the type assigned in the conversation and, in the logs, the result of each condition, the closing mechanism and the assigned stage.
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How to access?
Go to Cortex → Global Configuration → Stages and complete the Conversation Type section with your sales and service conditions.
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Important:
if your flow already has stages, it will continue to work the same way until you republish it. As of that publication, both conditions are mandatory.