View conversations

The Conversations inbox lists customer threads sorted by recent activity.

Layout

• Left — thread list with channel, topic, and message count
• Right — full transcript, assistant summary, and "why this answer" detail for each reply

Filters

Filter by All, Live SMS, or Simulator — and search by channel, provider, or topic.

Reply and take over

Once your assistant is live, you can jump into any live SMS thread yourself:

• Reply — type a message and it sends as a real text to the customer from your business number. The customer sees one number whether your assistant or you replies.
• Take over — sending a reply (or pressing Take over) pauses the assistant for that thread so you and the assistant don't both answer.
• Hand back to assistant — resumes automatic replies for the thread.

Threads the assistant hands off show a Needs you flag so you know where to step in. Opt-outs still apply — a customer who texted STOP can't be messaged from here.

Mobile

The inbox works on phones — useful when you are on the floor and hear "I texted you."