Conversations

The live list

In the panelConversations

The newest chat on top. It updates by itself: there is no need to reload.

All

Every chat.

Waiting

Leads waiting for a person: they asked for someone, or the agent handed them over. The number is the same as the one beside Conversations in the menu.

With people

Chats a person in your team is running now.

Each row

The lead's name, the last message, who is speaking for you (Agent or Person), the stage, the channel, and whether the lead read your last message without replying.

Reading a conversation

In the panelConversationsa lead

Open a chat to read it in full. The lead's messages are on the left, yours on the right, each marked Agent or with the name of the person who wrote it, and with ticks for delivered and read.

The banner

Shows when a person is asked for, and why, with Take over. Meanwhile the agent keeps helping the lead.

Lead

Stage, heat, language, budget and the lead's own time now. Open the lead opens their page.

Deposit

When a unit is held or paid for: the unit, the price, the deposit, when the hold ends, and each step, such as when the lead opened the payment link. Open the deal opens it in Deals.

Promised to this lead

Open tasks for this lead, such as an answer the agent promised to come back with.

All times in a chat are the lead's own, as the note at the foot of the panel says.

Taking over, writing and handing back

In the panelConversationsa leadTake over

Take over puts you in charge of the chat. The agent stays silent until you hand it back, and a box opens to write to the lead. Your colleagues see that you are writing.

• Write in the box at the foot and press Send. The message goes from your organization's number, on the lead's channel.
• Hand back gives the chat back to the agent. You can leave a note to the agent, such as "send her the floor plan of A-0201". The lead never sees the note. The agent reads what was said while you were in charge and carries on.
• For a lead who has paid a deposit the button reads End takeover: the agent stays silent either way, and your team carries the sale to the contract.

Stopping the agent

In the panelConversationsStop the agent

Stop the agent, at the top of Conversations and in Settings > Agent, stops it at once for your whole organization: no replies and no follow-ups go out until it is started again. You can say why.

• Leads' messages still arrive in Conversations, and your team can still write.
• Only the confirmation of a deposit just paid still reaches the lead.
• Start the agent starts it again. It answers from each lead's next message; messages that came in while it was stopped stay in Waiting.

It needs the extra "Stop and start the agent".

Escalations

In the panelEscalations

An escalation is a lead the agent handed to a person. Each has a reason: Asked for a person, Ready to pay a deposit, Lead is upset, Legal question, High-value deal, Agent was unsure, Technical problem, or A person stepped in. The list opens on those waiting for a person.

Detail

What the lead said, or why the agent handed over.

Raised, Closed

When it was raised, and when and how it ended.

Hand back to agent

Closes the escalation and lets the agent carry on.

Open a row to go to the chat and take over. Which situations hand a lead to a person is set in Settings > Agent.

Tasks

In the panelTasks

Every open task in your organization, soonest due first: calls to make, answers to find, contracts to prepare. The agent creates a task when it promises a lead an answer it does not have, or when a lead needs a person; your team adds its own.

Complete

Marks the task done. When the agent promised the lead an answer, write it in the task: the agent passes it on.

Edit

Changes the title, due date or who it is assigned to.

Cancel

Drops a task that is no longer needed.