Conversations

Manage contextual conversations across your customers' preferred channels from a unified interface.

One workspace to manage all conversational messaging across channels and customer touchpoints.

Set up Supervisor and Agent roles with granular access control.

Receive inbound messages, assign to agents, and start new conversations on any channel.

Access full conversation history and customer records. Merge conversations on the same topic.

Preview and manage customer data directly from the conversation interface. Organize teams and assign agents to queues.

Add tags to categorize conversations by topic, product, service, or any other category.

Use Answers to create bots and automate FAQ responses. Transfer customers from bots to live agents seamlessly.

Set up routing conditions and business rules to sort messages into the right queue.

Monitor performance with real-time metrics. Track agent utilization, occupancy rates, and customer satisfaction scores.