Conversation Layout¶

These two parameters control what contact information is displayed in the agent interface: one for the conversation list and one for the header of the open conversation.

Conversation layout parameters

Parameters¶

Conversation list layout¶


Key	`conversation_list_layout`
Default value	`_NAME - _PHONE_NUMBER`
Category	Messages

Defines the text shown below the name in each row of the conversation list. Allows agents to identify the customer at a glance without opening the conversation.


Key	`conversation_header_layout`
Default value	`_NAME - _PHONE_NUMBER`
Category	Messages

Defines the text shown in the header when an agent opens a conversation. Allows seeing key customer data in context without consulting the PhoneBook separately.

Available variables¶

Both parameters accept free text combined with the following system variables:

Variable	Description
`_NAME`	Contact name registered in the PhoneBook.
`_PHONE_NUMBER`	Contact phone number.
`_ATTR.xxxx`	Value of a custom PhoneBook attribute, where `xxxx` is the key name.

Separators between variables are free-form: -, |, /, or any fixed text can be used.

Example¶

With the following configuration:

conversation_header_layout = _NAME - Zone _ATTR.zone - Plan _ATTR.plan
conversation_list_layout   = _NAME - _PHONE_NUMBER

The agent will see:

In the list: Martínez, Roberto - 5493571571917
In the open conversation header: Martínez, Roberto - Zone centro - Plan fibra_500

Result in the agent interface

Considerations¶

If the contact is not registered in the PhoneBook, _NAME and _ATTR.xxxx will be blank; only _PHONE_NUMBER always has a value.
Configuring the header with business-relevant attributes (zone, plan, segment, etc.) reduces the time agents spend looking up customer data during each interaction.
The value applies to all conversations in the company; it is not configurable per group or agent.