Understand conversations and AI replies
Learn how customer conversations, internal AI chats, handoffs, and conversation routes work together.
Conversations collect customer questions from the website and connected messaging channels. Recent activity appears first. Messages and status changes update in real time.
Business value
Conversations collect questions from every channel with their customer context. AI handles the first reply for repeated questions. An agent takes over only when judgment or care is required. Clear control states reduce duplicate replies and unanswered conversations.
| Operating goal | Conversation role | Measure |
|---|---|---|
| Reduce missed questions | Collect new activity in one inbox. | Unanswered conversations and first response time |
| Focus agent work | Let AI handle repeated questions and transfer exceptions. | Agent takeover rate and handling time |
| Preserve customer context | Connect messages, attachments, customers, and reservations. | Repeated questions and follow-up resolution time |
Examples
Example: A business hours question. A customer asks about weekend hours in web chat. AI answers from verified information. An operator reviews the source and first response time when no action is required.
Example: A reservation change exception. A customer requests a full time through a messaging channel. An agent takes over, agrees on another time, and changes the reservation. The agent then hands the conversation back to AI. Measure resolution time and whether the reservation remained.
Conversation statuses
| Status | Use it when |
|---|---|
| Open | Your team is handling a new question. |
| Pending | Your team is waiting for the customer or another task. |
| Snoozed | The conversation needs attention at a later time. |
| Closed | Work on the current question is complete. |
A status organizes a conversation without deleting messages. Reopen a closed conversation when a customer sends a related question.
AI and agent control
AI can answer a customer conversation first. Reviewing the conversation does not let an agent send messages. Select Take over to pause AI replies and answer directly. Select Hand over after your work to return the next reply to AI.
Customer conversations and internal AI chats have different purposes. Ask AI gives members a private place to find information and request work. Customers do not see internal tool activity or reasoning details.
Messages and sources
Messages can contain text, images, and files. An AI answer can include sources from available documents or stored information. Verify each source and current status before important customer guidance.
Conversation routes
A conversation can consider several products, branches, or services. Focus temporarily selects one candidate for comparison. You can return to the previous level. Route commits later messages to one candidate. A confirmed reservation can also commit its related route.