Messages

Messages is the section where you track customer conversations from your connected channels in a single inbox. From here you can open, reply to and manage with your team the conversations on the web widget and the messaging channels active in your account.

Unified Inbox

The conversation list shows information such as customer name, channel, last message and read status. When you select a conversation, its message history and customer information open.

Use search and filters to find a specific customer, channel or the conversations you need to attend to. The records you can view and the actions you can take depend on your account permissions.

Replying to a Conversation

In a conversation taken over by a representative, the team handles the replies. Merely reading a conversation and taking over its management are not the same operation.

Assigning to Another Representative

If the conversation needs to be handled by another team member, open the assignment option and select the suitable representative. Check the assignment result. For representative availability and handoff distribution, use the Human Handoff settings.

Returning the Conversation to the AI

When the topic requiring human support is complete, you can hand control back to the assistant with the return to AI option in the conversation. Leaving the conversation or moving to another page does not replace this operation.

Customer Information, Notes and Tags

In the conversation's customer detail, you can review and, within your permissions, edit fields such as name, email, phone and classification. You can save information the team needs to follow up as notes; and use tags to organize conversations.

Distinguish the note field from the field for the message to be sent to the customer. Before sending a reply, check that you are in the right conversation and that the text is suitable to share with the customer.

Purchase Intent and Lead Score

When you open a conversation, you can see the AI's sales evaluation in the customer panel on the right. The two indicators convey different information:

The scores are based on the conversation in the customer's last 50 message records. This scope includes the customer's messages together with the answers given. They are produced from the AI's evaluation of the conversation, not from a fixed scoring scale.

Purchase intent is shown on screen with a percent sign; for example, a value of 80 does not mean the customer will definitely buy with an 80% probability. Evaluate the score together with the conversation summary and the customer's own statements.

Creating and Refreshing the Analysis

When a conversation is opened, if there is a message record and no previous analysis, the system tries to start an automatic analysis. If the analysis does not appear, you can use the AI analysis button. When new information arrives, update the evaluation with the re-analyze option; do not assume the current score refreshes on its own with every new message.

The availability of this feature depends on your account's AI sales analysis entitlement.

Tracking the Sales Stage

The sales funnel in the right panel is a tracking area separate from the scores. The default steps are Prospect, Interested, In discussion and Became a customer. The stage names can be adjusted for your account.

The team updates the stage the customer is in; the AI analysis does not automatically change the saved sales stage. Selecting “Became a customer” is not an automatic confirmation that payment was received.

The tracking statuses in the Sales & Leads list, such as New, Contacted, Qualified, are separate fields. Do not conclude that a selection on one screen also updates the other field.

Using a Ready Reply

When you select a ready reply from the template menu, the content comes into the message composition area. Selecting it alone does not send the message. Check the customer name and other variables, edit if needed, then send.

Human Handoff Requests

When a customer requests a representative or configured handoff conditions occur, a handoff request can be opened. A request being created does not mean a representative has connected to the conversation. Check the pending request and assignment status.

Live Updates and Bulk Actions

While the live connection is on, new messages are updated in the inbox. If the message you expect does not appear, check the connection status and refresh the list.

By selecting multiple records you can use the bulk actions offered. Marking as read, tagging and deleting are different operations. Especially before deleting, check the selected records and the description on the screen.

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