Conversations

The “Conversations” subsection within the Inbox lets you review all interactions your AI assistant has had with visitors and customers. This provides a detailed granular view of conversations, enabling you to refine your AI assistant’s knowledge, tone, and voice for a consistently enhanced customer experience.

View: All Conversations

View: Grouped by Users

Escalations

The “Escalations” subsection in the Inbox displays all unresolved questions escalated by customers requesting human assistance. It serves as an effective log for tracking and addressing queries that need immediate attention. These are questions where customers explicitly clicked the Talk to the team 👤  quick reply option at any point during the conversation.

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Note: We currently support two handoff methods:

• Handoff by Submitting an Email Card: Users provide their details via an email form for follow-up.
• Handoff by Redirecting to a Specific URL: This typically points (if provided) to your existing live chat platform or another location where users can continue their conversation with a human agent. </aside>

The layout for escalations will vary slightly depending on the selected handoff method, as outlined below.

View: Escalations

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Note: When a customer submits an Email Card, you will receive an instant notification at your provided issue escalation email address. This ensures you are promptly informed about the escalation, enabling effective and timely resolution.

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<aside> 👉 Read next: Usage Report & Analytics

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<aside> 👈 Read previous: Preview & Publish

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