Conversation Goals

In the Conversation Goals view, Inbox admins or managers (provided they hold the corresponding Inbox role permissions) can create and manage predefined goals conversations must meet. Using predefined goals can save agents' operational time.

To access the Conversation Goals tab options:

1

Log in to TextPeak

In your browser, log in to TextPeak with manager access privileges.

2

Open Inbox

In the main TextPeak menu, select the Inbox tab.

3

Open Settings

Click Settings at the bottom of the Inbox sidebar.

4

Open Conversation Goals

In the Automation group, click Conversation Goals.

Here, you can view a table with goals added to your account.

The table organizes all information about existing templates in the following columns: Goal Name, Assigned Teams, Generative Prompt, and Actions buttons.

Creating conversation goals

To create a new conversation goal:

1

Create a goal

Click Create new goal at the top right.

2

Name the goal

In the pop-up window that appears, enter a name for your new goal, assign a team/teams, then enter the generative prompt text.

3

Create the goal

Click Create.

Managing canned templates

To edit an existing conversation goal:

1

Edit the goal

Click the pencil action button next to the goal record.

2

Update the details

In the Edit goal dialog, update the needed data.

3

Save the goal

Click Update.

4

Delete a goal

Alternatively, to remove the conversation goal, click the bin action button and confirm that you want to delete it.

5

Go back

Click Cancel to navigate back to the Inbox settings menu.