Conversations
Every exchange a customer has with your Agent is a Conversation. You and your team can read them all on the Conversations page.
When a customer needs a person
Section titled “When a customer needs a person”Your Agent can’t hand a Conversation to a person yet. When something needs a person, it takes the customer’s details as a Lead so your team can get back to them. That needs the Capture leads Ability, which is on to start with. See Leads.
On WhatsApp, you can also reply to a customer yourself from the WhatsApp Business app on your phone. Your Agent then stops replying to that customer for 12 hours, so you don’t talk over each other.
What your Agent does on its own
Section titled “What your Agent does on its own”| Your Agent… | |
|---|---|
| Answers questions about prices and services | on its own |
| Books a free time | on its own, with Take bookings on |
| Takes down a new enquiry | on its own, as a Lead |
| Gets a complaint, or a question it can’t answer | takes the customer’s details as a Lead for your team |