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Conversations

Each conversation is a full thread between your business and a customer. It includes every message — from the AI, from your team, and from the customer — in chronological order.

Conversation view

Section titled “Conversation view”
┌─────────────────────────────────────────────┐
│  📱 +1 234 567 8901    John D.    [VIP]    │
│  Last active: 2 min ago                     │
├─────────────────────────────────────────────┤
│                                             │
│  Customer: Hi, do you have the blue one?    │
│  AI: Yes! The Blue Widget is $29.99.        │
│      Want me to add it to your cart?        │
│  Customer: Yes please                      │
│  AI: Done! Here's your cart link:           │
│      [link]                                │
│  Customer: Thanks!                         │
│                                             │
├─────────────────────────────────────────────┤
│  [Type a message...              ] [Send]  │
└─────────────────────────────────────────────┘

Message types

Section titled “Message types”
Type Style Who sent it
Customer Left-aligned, gray background The customer
AI Right-aligned, green background The Closer / The Retainer
Human Right-aligned, blue background Your team member
System Centered, muted Handoff notes, status changes
Note Yellow background Internal team notes

Taking over a conversation

Section titled “Taking over a conversation”

When you see a conversation that needs a human:

  1. Click the conversation in the inbox
  2. Click Take Over or just start typing
  3. The AI stops responding to this conversation
  4. Your message appears as a human response
  5. The customer sees a human agent is now helping

Sending messages

Section titled “Sending messages”

Type in the message box at the bottom:

  • Text — plain text messages
  • Emojis — click the emoji picker or type :emoji_name:
  • Images — click the attachment icon to send photos
  • Files — send PDFs, documents, or other files
  • Quick replies — use predefined responses for common scenarios

Conversation info panel

Section titled “Conversation info panel”

Click the info icon to see:

  • Customer details — name, phone, email, location
  • Order history — past orders from your connected stores
  • Tags — labels applied to this customer
  • Notes — internal team notes
  • AI history — full log of AI interactions before human takeover

Bulk actions

Section titled “Bulk actions”

Select multiple conversations (checkbox) to:

  • Resolve — mark all as complete
  • Assign — assign all to a team member
  • Tag — add a tag to all selected
  • Export — download all as CSV

Next steps

Section titled “Next steps”