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Space

A space is a company: its channels, agents, cases, contacts and team. A person can be in several spaces and switches between them from their account (at the bottom of the sidebar, or the circle with their initial on the phone). That’s also where New space, Appearance and Language are.

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Channels

A channel is where customers write to you: a WhatsApp number or an Instagram account. Each channel has:
  • Answering agent: the one that answers new conversations. With Nobody (all to the team), they go straight to the queue.
  • Receiving team: the team that owns its conversations, sees them and gets the agent’s handoffs. With No team, everyone sees them.

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Who handles a conversation

Each conversation has a single handler at a time, and the inbox shows it: A conversation goes to the queue when the agent hands it off (because the customer asked for a person or because it can’t resolve it), and also when the agent can’t answer: the AI key is missing, the provider account has no credit, the agent has no published version or it failed twice in a row. The reason shows in the conversation: Queued: … From the conversation, a person can Take the conversation, send it Back to the agent or To the queue. If they write a reply without taking it, they take it anyway: the agent stops answering.

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How the agent answers

People write in bursts, so the agent waits a few seconds of quiet (4 by default) and answers everything at once. If another customer message arrives while it’s writing, it doesn’t send its reply: it reads the new message and answers again. Each agent reply is a turn. In a turn the agent reads the conversation, the contact and their open cases, and uses its tools: reply, open or update cases, leave notes, save contact details, look up earlier cases, hand off, or use your systems’ actions.

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Agents and versions

An agent is edited as a draft and starts answering only when you publish it. Each publication is a version: you can see earlier ones and Restore one. While you edit, the published version keeps answering.

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Cases

A case is whatever needs follow-up: an order, a complaint, an exchange. The agent or someone on the team opens it; it has a status, a priority, an assignee and a history, and it’s linked to the conversation and the contact. See Cases and contacts.