Working a conversation
The day-to-day of handling what comes in.
Open Inbox.
A conversation groups everything with one contact — calls, texts, WhatsApp, email — on a single timeline.
Filtering
The Inbox filters by channel, direction, who answered, assignment, campaign, and more.
Two views most teams live in:
Unassigned and open — what nobody has picked up.
Assigned to me and open — your own work.
Save the filters you use daily rather than rebuilding them each morning.
Assignment
Assign a conversation to yourself or a colleague. Assigned to shows the current owner.
An unassigned conversation is nobody's job. Assign as you pick things up, so two people do not answer the same customer.
Taking over from the AI
When the AI receptionist is handling a conversation, you can take it over at any time. The AI stops replying on that thread immediately.
Do this when the conversation is going wrong, when the customer is frustrated, or when it needs a decision only a person can make. Afterwards, fix the knowledge or scenario that caused it — see Additional knowledge.
Context
Open the contact panel beside the conversation to see who you are talking to: previous interactions, company, location, line type, first and last seen.
If enrichment is on, this includes data looked up automatically. See Contacts.
Calls in the timeline
Calls appear alongside messages with their duration, outcome, recording and transcript, plus the AI's write-up if it handled the call.
Read the summary rather than playing the recording — it is faster, and the transcript is searchable when you need the exact words.
Closing
Close a conversation when it is finished. Close without a reason is available, but recording a reason makes your reporting meaningful — you learn what people actually contact you about.
Snoozing
Snooze a conversation to hide it until a chosen time — waiting on a customer, or a follow-up due next week. It reappears in your queue then, rather than sitting in your open list looking like work.
Clear snooze brings it back immediately.
Starring
Star a conversation to flag it. Stars are per-conversation and visible to your team.
Composing
The composer supports templates and signatures, set under Settings → Inbox, and can help polish a reply before you send it.
Keeping it clean
An Inbox where everything is open and nothing is assigned stops being useful within a week. A workable rhythm:
Assign anything unassigned.
Answer or snooze everything assigned to you.
Close what is finished, with a reason.
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