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Some conversations end before they really start. The user hangs up at once, or only says “hello”. Verbu marks these as No involvement.

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When a conversation has no involvement

Verbu counts what the user said or wrote. A message of less than three characters does not count. A short conversation is still involvement when the agent did something. If the agent transferred the user or took a message, the conversation gets that outcome instead. For example Ready for follow-up.

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What you see

  • In the Inbox, the conversation shows the outcome No involvement.
  • In Reports, it is not part of the involvement rate.
  • The summary is a fixed text. There was no conversation to write a summary from.

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Summaries of conversations without involvement

By default, a recipient under Send summary only gets conversations where the user took part. So nobody gets an email each time somebody hangs up. If a recipient also wants them, the recipient’s condition must name the outcome:
  1. Open Send summary, and find the recipient.
  2. Under Gets, select Only some conversations.
  3. Add a condition on Outcome, and select No involvement. Also select the other outcomes the recipient must get, for example Ready for follow-up.
  4. Click Save, and publish the agent.
A condition on something else, for example the channel, does not send conversations without involvement.
Webhooks under Send to your system after the conversation get all conversations, also those without involvement. Use the outcome field to filter them out.

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Next steps