📝 Overview
Every interaction your business has with customers, whether through web chat, SMS, email, or phone; lands in one unified inbox. This is where you can review conversations, continue the dialogue, and make sure no inquiry slips through the cracks.
📍 Where to Find Conversations
Log in and click Conversations on the left menu to see all your interactions.
Channels in One Place
Your inbox collects conversations from multiple channels:
Web Chat — Visitor interactions via your website chat widget
SMS — Text message conversations
Email — Incoming and outgoing email threads
Facebook Messenger — Messages from your Facebook page (if enabled)
Instagram Direct Messages — DMs from your Instagram account (if enabled)
WhatsApp — Messages via WhatsApp (if enabled)
All conversations appear in a single, chronological feed so you can focus on responding rather than switching between tools.
🔍 Finding Conversations
Use the search and filter options to narrow down the following.
Search by contact name or keyword — Type in the search bar at the top
Filter by channel — Select Web Chat, SMS, Email, or social channels
Filter by status — Open, Assigned, Closed, Archived
Sort by date — Newest first, oldest first
💬 Reading & Responding to a Conversation
Follow the instructions below to read and respond to a conversation within the Conversations Inbox.
Click on a conversation to open it.
Review the full thread, including any AI-generated summaries.
To reply, scroll to the bottom and type your message.
Choose your response channel (if multiple are available for that contact).
Click Enter or the little Blue arrow to Send.
⚠️ Please Note: Outbound messages can take a few minutes to arrive, don't assume failure if it doesn't appear immediately.
🤖 AI-Generated Summaries
When your AI Receptionist handles a conversation, it automatically creates a summary and extracts key details. You can:
Read the summary to catch up quickly
Click Regenerate to get a fresh AI summary
Click Ask AI Sales Assistant to ask follow-up questions ("What did they ask about?" "What's their timeline?")
👤 Connecting Conversations to Contacts
Every conversation is linked to a contact record in your CRM. Click on the contact name at the top of the conversation to jump to their full profile, where you can see their activity history, opportunities, and notes.
📤 Starting a New Outbound Message
The New Message button lets you start a fresh conversation with a contact via email.
Click New Message (top right).
Select the contact or type their email address.
Type your message.
Click Enter or the little Blue arrow to Send.
⚠️ Please Note: This feature currently sends via email. It does not append to an existing thread, it starts a brand-new message.
🏷️ Organizing Your Inbox
The following options are provided to organize your inbox.
Assign conversations — Assign a conversation to a team member so everyone knows who's handling it
Tag conversations — Add tags to organize by status or type (e.g., "Needs Follow-up," "Awaiting Response")
Archive — Move handled conversations out of your main view without deleting them
Reopen — Unarchive a conversation if you need to revisit it
🌍 Language Support
The AI Receptionist supports the following languages.
French ✅ Confirmed
Spanish ✅ Confirmed
Chinese ✅ Tested (note: client names may display as "??" in some views)
If your business operates in other languages, test with your specific language before relying on it for customer-facing conversations.