In addition to being able to send messages, an agent can perform the following actions in the platform:
- Adding quick replies/Quick reply messages
- Adding a note to a conversation
- Adding a label to a conversation
- Update contact information
- Add contact lists
- Assign a conversation to a colleague
- Archive a conversation
If the Manager has set up channel settings to allow an agent to delete conversations, an agent can also delete conversations. If a conversation is deleted, it cannot be retrieved.