Contacts & Conversations
Manage your contacts and monitor agent conversations from the Inbox, including manual takeover.
- How to find and manage your contactsFind everyone who talked with your agents in one list, check their details and follow-ups, and edit or merge contacts.
- How to take over a conversation and reply manuallyPause the AI in one conversation, answer the person yourself from the Inbox and give the conversation back to the agent when you're done.
- How to review your conversations in the InboxFind every conversation your agents handle in one place, check who you're talking to and know what to do when the agent fails.
- What to do when your agent couldn't replyFind the conversations your agent couldn't answer, understand why, and retry the AI's answer or answer the customer yourself.