Conversations and customers
Manage chats, customers, actions, and team handoffs.
Use chats and conversation controls
Review customer conversations and control AI participation.
Use the Conversation Management Center
Track AI-handled conversations and quickly find conversations that need your team.
Organize customer profiles
Keep customer identity, status, notes, and conversation context useful.
Track customer actions
Follow bookings, requests, leads, and other outcomes collected during conversations.
Understand performance reports
Read customer-action and response metrics in the right context.
Use the Customer Operations inbox
Review conversations needing human attention and coordinate work without duplicate replies.
Manage customer profiles and contact data
Store contact details, preferences, and internal notes, and handle duplicate or archived profiles without losing chat history.
Manage the Client Actions workflow
Review required actions, open the source conversation, add team notes, then complete or reopen the action.
When to use automatic follow-up versus manual follow-up
Choose automatic follow-up, a human reply, or a Client Action based on the open step and customer context instead of using one follow-up pattern for every case.
Stage Follow-up Automation
Automate follow-up when a customer stays inactive in a published stage for a time you choose.
How human takeover and AI resumption work in one conversation
Understand when a person should intervene, how AI should avoid conflicting with a manual reply, and when the AI Employee can safely resume.
Customer Operations vs Client Actions: what is the difference?
Use Customer Operations for conversations needing human attention and Client Actions for a task or outcome the team must track to completion.
How to use conversation data to understand customers and improve follow-up
Connect conversation context with customer profiles, actions, and reports to understand open work and recurring patterns without treating analysis as the operational source of truth.