Messages

The Messages screen is a unified inbox that gathers conversations from all channels (web widget, Telegram, WhatsApp, Instagram, Slack) in one place. You decide which conversation the assistant handles and which your team handles.

Unified Inbox

Regardless of source, all conversations appear in the same list. Each shows the customer, channel, last message and status. Open a conversation to see its full message history.

Stepping into a Conversation

The assistant runs conversations automatically, but you can step in anytime. When you take over a conversation, you (or your team) provide the replies and the assistant steps back. This is especially useful for sensitive or complex cases.

Relationship with handoff

When the assistant can't answer or the customer requests it, the conversation can automatically move to a "waiting for handoff" state. Details: Handoff.

Real-Time Updates

The Messages screen is live: when a new message arrives, the list updates instantly without you needing to refresh. So you can follow conversations in real time.

Focus with filters

In a busy inbox, filtering by channel or status helps you focus on the conversations you need to prioritize (e.g. those waiting for handoff).

Messages

Unified Inbox

Stepping into a Conversation

Real-Time Updates

Related Topics

Customers→

Handoff→