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360 View: Monitor live sessions and agent performance

The 360 View section provides a comprehensive dashboard to analyze all communications with a specific contact. It offers centralized access to communications, campaigns, and sessions associated with a single contact, making it ideal for investigating customer cases, complaints, or follow-up inquiries.

Prerequisites​

  • Active Flametree account with appropriate permissions
  • Contacts uploaded via campaigns or generated through widget interactions
  • Configured AI agents with defined session parameters and results fields

Contact Search and Selection​

Search Parameters​

At the top of the interface, use three search fields to locate contacts:

  • Name - Client's full name
  • Email - Email address
  • Phone - Phone number (if provided)

Contact Sources​

Contact parameters are passed through:

  • Campaign uploads - When contacts are manually uploaded to campaigns
  • Widget interactions - When customers initiate conversations from your website

💡 Note: Widget-generated contacts are automatically linked to a virtual campaign called Customer Service, which aggregates all inbound messages outside of active campaigns.

Data Aggregation and Overview​

Once a contact is selected, the interface displays:

  • All campaigns the contact participated in
  • All sessions with the contact, including inbound sessions not tied to campaigns

Contact Information Panel​

The right sidebar shows detailed contact information:

  • Contact Info

    • Name, email, phone
    • Number of communications (communications)
    • Number of messages (messages)
    • Status (manual or automatic)
    • Summary (summary), if specified

  • Parameters - Technical parameters from the current session (e.g., current_date)

  • Results - All field values collected during the session (Session Results)

Working with Sessions​

Viewing Session Details​

Click on any session row to open the details panel with three sections:

  • Contact - Key client information

    • name: Client's name (e.g., Ivan Ivanov)
    • email: Email address (e.g., ivanov@enfint.ai)
    • phone: Phone number (if provided)

  • Parameters - Technical parameters from strategy at session start

    • current_date: Session start date in format YYYY-MM-DD DDD (e.g., 2025-04-15 Tue)

  • Results - Values of all fields collected by the AI agent during the session

    • Fields appear only if explicitly defined in the AI agent's configuration

Message History​

Open the message history panel to view:

  • Full correspondence between AI agent and client
  • Exact timestamps for each message sent
  • Complete conversation context without switching screens

Continuing Active Conversations​

For incomplete sessions:

  1. Click "Take over as operator" button
  2. Interface switches to Human Agents mode
  3. Operator continues conversation manually
  4. AI agent is deactivated during manual control

Starting New Conversations​

For completed sessions with supported communication channels:

  1. Click "Contact Client" button
  2. New session is created automatically
  3. Human Agents interface opens
  4. Send first message on behalf of AI agent
  5. Continue conversation manually or hand back to AI

Supported Outbound Channels​

  • WhatsApp (via Bird API integrations)
  • Email
  • Push notifications (if mobile app available)

Channel Limitations: Telegram and other messengers don't support outreach unless users have explicitly subscribed to the bot and initiated conversation first.

Features and Limitations​

Data Separation​

  • Each contact is tied to a specific campaign
  • Separate parameter and result sets per campaign
  • Duplicate data across campaigns is not automatically merged

Campaign Aggregation​

  • Inbound sessions outside campaigns are grouped under "Customer Service"
  • Manual and automated interactions are tracked separately

Common Issues & Solutions​

Contact not found in search

Verify the contact was either uploaded via campaign or interacted through the widget. Check spelling and try searching with different parameters (name, email, or phone).

"Contact Client" button not appearing

Ensure the contact has at least one supported outbound communication channel (WhatsApp, Email, or Push notifications). Telegram and similar platforms don't support system-initiated outreach.

Session results not displaying

Results fields only appear if they were explicitly defined in the AI agent's configuration and filled during the session. Check your AI agent setup for proper field definitions.

FAQ​

Can I merge duplicate contacts across campaigns?

No, contacts are tied to specific campaigns and maintain separate parameter/result sets. Duplicate data is not automatically merged.

What happens when I take over a conversation?

The AI agent is deactivated, the interface switches to Human Agents mode, and you can continue the conversation manually. The session remains linked to the original contact and campaign.

Can I start conversations on any channel?

Only outbound channels that allow system-initiated messages are supported: WhatsApp (via Bird API), Email, and Push notifications. Telegram and similar platforms require user-initiated contact first.