Conversations

Every chat and call, in one place.

The Conversations page shows everything the assistant has handled, on every channel.

Titles

Each conversation gets a short title after the second reply, so the list reads like a list. Rename one and your name sticks.

Reading and replying

Open a conversation to read it. Reply as yourself. Your reply goes to the customer on the channel they used. The assistant keeps answering after you, unless you take the conversation over.

Assigning

Assign a conversation to a teammate. Nothing is assigned automatically. The conversation shows who has it.

What you see that the customer does not

Handoff requests. Which facts came from where. Attachments the assistant did not read.