The Conversations module is the central workspace where your team and AI Employee manage all customer interactions from connected communication channels.
Once your AI Employee is deployed on your website or social media platforms, every customer conversation automatically appears in this inbox, allowing your team to monitor, respond, assign, and manage conversations efficiently.
Overview
The Conversations module allows you to:
- View all incoming customer conversations.
- Let the AI Employee automatically respond to customer questions.
- Take over conversations whenever human assistance is required.
- Assign conversations to team members.
- Reopen previously solved conversations.
- View customer information.
- Add internal notes.
- Reply using text or attachments.
- Organize conversations using tags and filters.
Before You Start
Before conversations begin appearing inside the Inbox, ensure that:
- Your AI Employee has been created.
- Installation has been completed.
- The widget or supported communication channel has been connected.
- The AI Employee is online.
Note: The Preview AI Employee button available on the Dashboard is intended only for testing purposes. It allows administrators to simulate customer conversations before deploying the chatbot.
Live Conversations
After installation is completed and the chatbot is embedded into your website (or connected to supported platforms), customers will begin interacting with your AI Employee.
Whenever a customer sends a message:
- The conversation is automatically created.
- The AI Employee immediately attempts to answer.
- The conversation appears inside the Conversations Inbox.
- Team members can monitor, assign, reply, or resolve the conversation.