Conversation tools
The Chat Zone combines message history, human replies, and AI-generated context for connected customer channels.
Read and review
This lesson demonstrates the shared Inbox and the ownership controls.
- Open a conversation to read its timeline and load older messages.
- Use search and available sorting controls to find the conversation you need.
- Open the information control for recorded intent, context, recommendations, topics, emotion, and lead-score history.
- Review delivery or read indicators where the channel supplies them.
AI analysis can be incomplete or mistaken. Use it to prioritize review, then read the customer's words before deciding how to respond.
Send messages and media
Take over before sending a human reply. The composer supports text, file attachments, and recorded audio, subject to the channel's supported formats and limits. Where drag-and-drop or paste is available, confirm the selected file before sending it.
A recording or attachment accepted by the browser still needs to be delivered through the channel. Review failed sends instead of assuming all file types work everywhere.
Work with AI
The handover control switches between AI and human handling after confirmation. See Human Handover.
Improve recurring issues by updating the assistant's instructions, knowledge, forms, or tools. Conversation review does not automatically rewrite the knowledge base or train a new model.
Review trends
Use Conversation Analytics for date-range metrics and reports. A high lead score or positive emotion is an AI-generated indicator, not proof of a sale or customer satisfaction.
See Interaction details and Visitors.