The desktop conversation panel

As an agent, your main tool is your iAdvize conversation panel. Here is a presentation of information and features that are available.



1. Agent ID

It is visible in the title tab of your browser.


You may be asked to enter your agent ID, especially when using DDI (click-to-call).

You can also find your login in the menu "..." at the top right. You will be able to easily copy it in one click if you need to communicate it to your visitor, for example.


2. Simultaneously display


Display up to four discussions simultaneously on the screen


3. Status management

Visualise your status for each channel.


The channels displayed in your conversation panel are those associated with your user account from the administration.

There are three colours, each corresponding to a status:

  • Green: you are available on this channel, and can get a new contact
  • Orange: you are busy and cannot receive a new contact on this channel
  • Red: you are not available on this channel

Statuses are updated automatically. If you reach your limit of concurrent discussions, your status will change to occupied until a discussion is concluded.

Need a break? You can manually change your status to unavailable while you take a coffee break.


4. Logout button, iAdvize Academy and personal canned answers

Click the three dots button visible at the top right in order to access the iAdvize Academy, manage your personal canned answers, and log out.

Please handle your current conversations before logging out.



5. The toolbar

Thanks to the toolbar, now on the right side of your screen, you can choose to privilege certain conversation aids (mirroring, information or visitor history). And if you prefer to focus on the content of conversations, you can even hide these tools completely. 

5.1 End a conversation

Do not forget to end your conversations when they are finished, in order to free up slots and receive other chats :


5.2 Transfer a conversation

You don't have the answer to a question or if you are simply not available to respond to a request? You can always forward a conversation to another agent or a group of agents.

Another agent will take over.

To know more about transfers please read this article: how to forward a conversation with a visitor

5.3 Snooze a conversation

A visitor does not answer momentarily because he has left the site? 

If asynchronous messaging* is configured on your account, it is then possible to snooze a conversation for a certain length of time (3 hours, 24 hours or custom). The conversation in progress will disappear from the conversation panel. 

It's also known as the snooze. In this case, the "Pause" button will appear on your desk.


Asynchronous messaging is a new way to engage your online visitors. Online visitors can send messages even though no respondent is available to answer their queries in real-time.

NB: You can choose to keep a chat after the snoozed expires if you think you will be available at that time.

This way, when the chat is out of snooze (new visitor message or out of the snooze period), it will be assigned to you and will reappear in your conversation panel as soon as you are available to receive a chat.  


⚠ When the conversation is assigned to you and is not handled within 24 hours, the conversation will be re-assigned to another agent in the same group. This is implemented to avoid a long waiting time for the visitors (this is also the case when a conversation is transferred to an unavailable agent). 

5.4 Mirroring / Co-browsing

During a discussion with a visitor, you will see their navigation on your site. Identifying the current page, observing the actions of the visitor or taking control of the navigation can be very helpful when dealing with your visitors.


This same button allows you to activate or deactivate mirroring for all your conversations. Its presence in the toolbar, allows to gain visibility on this feature.


Mirroring will not be enabled by default for new agents who connect for the first time.
For others already on iAdvize, the mirroring status is kept in memory, so it will be enabled or disabled the next time they connect.


The mirroring is visible as a whole. In preview mode, you have an overview of your visitor's navigation in the blink of an eye. You can even extend the mirroring in full-screen mode thanks to the small button Desk-step1-mirroring-Agrandi-EN05.1.png, without even opening a new tab, while keeping your chat window open!


NB: It is possible at any time to reduce the chat window in order to see the whole screen of the visitor (button hide the conversation at the bottom)


It allows you to follow your visitor's navigation in real-time. 

If you are used to taking control of the navigation, you will find this functionality from the mirroring in reduced mode as well as in full screen, by clicking on the button Desk-step1-Cobro-Agrandi-EN05.2.png

Mirroring is based on the dimensions of the display area of the visitor's screen (called viewport). In fullscreen mode, you can benefit from 2 mirroring display modes:
  • auto zoom: the mirroring automatically adapts itself according to the size of the visitor/agent screens. This mode is useful when, for example, the visitor has a larger screen size than yours: then the mirroring will be adapted for the operator view. The auto-zoom allows you to see the whole view of your visitor at once.

  • 100% zoom (real size): if you want to have a real view of what the visitor sees, then you always have the possibility to switch to this mode.

5.5 The visitor panel

In the visitor's file, you will find information on the navigation path of your contact person or his customer account.


All this information is now more readable and in one place thanks to the classification by categories. And to better respond to your visitor, you always have access to the history of their exchanges.


5.6 History

You have access to all previous conversations with this visitor at a glance. You can also click on each of them to find the relevant conversation directly in the conversation thread.



5.7 Conversation sidebar

It is possible to hide the conversation sidebar by clicking on the arrow in the toolbar.

This allows you to save space on your conversations: interesting if you want to focus on the conversation thread, rather than on the information on the right, or when displaying several conversations simultaneously.


6. The composition area

The composition area allows you to chat with your visitors. You will also find pre-recorded answers, pre-recorded offers and links as well as other features that will facilitate your exchanges.

An article is dedicated to the input zone, follow this link to consult it.

7. Ongoing conversations

At the bottom of your conversation panel is a bar containing all of your discussions in the form of boxes. 

Each box contains information about the conversation :


  • An icon indicating the chat channel currently used
  • Few letters identifying the project ("iAdvize" in this screenshot) followed by the contact ID
  • A green or red dot indicating whether the visitor is online or offline (= left the website)
  • Time elapsed since the agent last message pupitre-visiteur-dernier-message.pngand the duration of the conversation pupitre-visiteur-duree-message.png
  • The last message of the visitor

There are 3 colours that enable you to identify which conversation must be prioritised:

  • In green, the active conversation on the screen.
  • In red, conversation waiting for a response from you.
  • In white, conversation awaiting a response from the visitor.

The visitor status is displayed :

  • In red, the visitor is offline.
    In green, the visitor is still online.

Click on a box to display the associated discussion on your conversation panel.

To know more about :