Conversations
Inbox and chats, taking over from your agent, leads, contacts, and what your agent remembers.
Everything your customers say lands in one of two places, and knowing which is which saves a lot of hunting.
Inbox and Chats
Inbox is one list across every agent you run: the fastest way to see what is happening everywhere at once. Each row opens that conversation on its own agent's Chats page, and that is where you type. Inbox is for seeing; Chats is for doing.
Taking a conversation over
Reply to a customer yourself and your agent pauses for that person: the two of you will never answer at the same time. When you are finished, hand it back from the same page and the agent picks up again.
By default a handoff is an alert, not a pause: your agent tells the customer, notifies you, and keeps answering until you actually reply. That is deliberate: an agent that silenced itself every time it asked for help once left live conversations with nobody answering at all. If you would rather it waited for you, turn on "Pause the agent when it hands over" in the agent's Settings. It then stops for that customer whenever it decides a human is needed, though it still answers when a handoff was caused by a technical fault rather than by its own judgement.
Leads
A lead carries two separate labels, and they do different jobs:
- Quality: hot, warm or cold. Your agent sets this from how the conversation went, and you can change it yourself on the chat page if it read the customer wrong.
- Stage: new, engaged, quoted, and then registered, installed or lost. Your agent moves someone to engaged once they have written twice; the rest are yours to set as the deal moves.
The last three stages are the finished ones. Once a lead is registered, installed or lost it stops counting as open, which is what keeps your open-leads number honest.
Categories
Your agent also files each conversation under a category, so you can see at a glance what people are writing in about. Out of the box those are New lead, Existing customer, Payment, Complaint and Unknown.
You can replace that list with your own in the agent's Settings: the categories that match how you actually think about your customers will be more useful than the ones we guessed.
Contacts
A contact is one person across your whole workspace: display name, email, company, address, tags and notes. If you run several agents and the same customer messages two of them, it is still one contact.
What stays with the individual agent is the conversation itself: the stage, the quality, who it is assigned to, and whether the agent is currently paused for that person. Those describe a relationship with one number, not with the business.
Notes are private to your team. Your agent never reads them, so that is the right place for "was rude on the phone" or "chase payment before shipping". Everything else on the profile it may use when it replies.
What your agent remembers
Your agent keeps a short memory of each customer so a returning one does not have to start again. It is on already: the switch is "Contact memory extraction" in the agent's Settings.
It remembers four things, the language they write in, the products they asked about, any concerns they raised, and what you last talked about, plus a few lines summarising the relationship. All of it is on the contact's page, and you can correct anything that looks wrong.
It also fills in email, company and address on the contact when a customer mentions them. On a workspace with several agents that is shared: what one agent learns about a person, the others show too.