Let's take a tour of the new views inside the new Console!

By default, you will see the conversation tab, this will show you the conversation with the customer.

Click any of the tabs across the top to open them up. Lets start by clicking information.

Information shows you all of the pieces of vital information you may wish to learn about the customer you are connected to. We can see the journey information, browser and location information and permissions information.

Agent suggestions show canned messages and Google Agent Assist messages (requires subscription and set up) as you type them.

Let's go back to the interaction view. Click "Interaction"

Now let's jump into our new split screen view. Click this icon to enable split screen.

Split screen allows you to view panels side by side. This means we can see the customer conversation and the information at the same time. If we have a video call or cobrowse session, we can still enable split screen to see three panels at once. 

Now let's see the agent suggestions in action. Click the "Type a message..." field.

Type a message to trigger canned messages. we have used "hello"

We can see all the messages Agent Suggestions has matched. Unlike our previous interaction of canned messages, Agent Suggestions uses fuzzy matching to see more messages more quickly. Click "Information" to return to the information tab.

At any point, you can press the Split View button again to return to single panel view.

How to Use Views in the New Console