Conversations and leads

Read the unified inbox#

Open a site's Conversations page to see the newest 30 threads across hosted/embedded web chat, voice messages, live-call transcripts, Telegram, WhatsApp, Messenger, Discord, and KakaoTalk. Use Load more to move backward by last activity time.

Each row shows the channel, best available visitor identity, last-message preview, message count, and last activity. Open a row to read the complete stored transcript with timestamps. Assistant bubbles can display the knowledge source and section recorded for a grounded answer.

The inbox is an owner review surface, not a channel reply composer. Follow up through an approved contact path rather than assuming every external connector can be answered from the dashboard.

Understand identity boundaries#

Web, live voice, and each connector use different visitor identifiers. A Telegram user, browser visitor, and WhatsApp number are separate identities unless you have explicit, consented linking data. Similar display names are not proof that two threads belong to the same person.

Connector labels can identify the bot/Page/application rather than the visitor when the external platform does not provide a safe display identity. Treat channel IDs and inferred names as untrusted metadata, not authorization.

Review answer quality#

For a representative thread:

1. Read the visitor's question in context rather than judging the last answer alone.
2. Confirm the response follows persona/language boundaries.
3. Inspect displayed grounding sources and compare them with the current knowledge version.
4. Note unanswered, repeated, misleading, or unnecessary follow-up questions.
5. Add a validated missing fact to knowledge/FAQ and test it in a new conversation.

Historical messages do not rewrite when a knowledge source changes. Start a new thread for regression testing after an update.

Capture and manage leads#

Lead capture can store a visitor's name, email, and stated request when the agent flow permits it. Recent leads appear in Analytics, where an owner can generate/send an approved follow-up, export lead data, or delete an individual lead.

Ask only for information needed for the declared purpose. A product question or chat message does not automatically create marketing consent. Before follow-up, confirm the channel, purpose, jurisdiction, and opt-out requirements that apply.

Generated follow-up text is a draft. Review recipient, claims, links, pricing, tone, and personal data before sending. Never let the agent invent an offer or promise not present in canonical knowledge.

Export and delete safely#

Lead export creates a downstream copy under your control. Store it only in approved systems, restrict access, and include it in retention/deletion procedures. Deleting a lead removes that lead record but may not erase a related conversation, provider message, prior export, notification, or legally retained billing record.

Disconnecting an embed or connector also does not automatically erase its historical threads. Follow the account privacy workflow when a visitor makes a deletion/access request, and remove downstream copies too.

Operational review routine#

• Daily during launch: inspect new threads, handoffs, provider failures, and high-risk answers.
• Weekly: group repeated questions, identify knowledge gaps, and check lead follow-up status.
• After content/model changes: rerun the acceptance set and inspect citations.
• After an incident: preserve safe timestamps/IDs, contain the affected channel, and avoid circulating raw private transcripts.

Troubleshooting#