Your conversations inbox
Every conversation in one place, with a status you can work through and notes your team can add.
Every conversation appears under Conversations in your dashboard, whether or not somebody asked for a person. The ones that did carry a status your team moves through: Awaiting, Follow-up, then Done. Every change records who made it and when, and anyone can add notes, so on a team of three nobody has to ask whether somebody has already called.
Aijent Relay keeps every conversation your Aijent has, in one list, under Conversations in your dashboard. It is where your team works.
What you see
Every conversation appears, whether or not anybody asked to speak to a person. The ones that did are the ones needing action, and they are marked.
Three filters across the top, each showing a count so you can see at a glance how much is waiting:
- All conversations
- The ones where somebody asked for a person
- The rest
Open any conversation to read the whole thing exactly as the visitor saw it.
Working through an escalation
When somebody asks to speak to a person, that conversation gets a status you move through as you deal with it:
- Awaiting is where it starts. Nobody has picked it up yet.
- Follow-up means somebody is on it, but it is not finished. You tried and they did not answer, or you are waiting on something.
- Done means it is dealt with.
Change the status straight from the conversation. Each one records who changed it and when, so on a team of three nobody has to ask whether someone has already called.
Notes
Add a note to any conversation. Notes are the running history of what your team actually did, and they are exactly what stops the second person repeating the first person's call.
Write what you would want a colleague to know. Something like "Called, no answer, trying tomorrow" is worth far more than "followed up".
Notes are kept permanently, show who wrote them, and are never overwritten.
Getting the most out of it
Work Awaiting first. That is your queue. Anything sitting there is somebody who asked for a human and has not heard back.
Move things to Follow-up rather than leaving them. An escalation left in Awaiting looks untouched to everybody else.
Read the conversation before you call. It is right there, and it usually tells you exactly what they want, so you can open with that rather than asking them to explain again.
Read the ones that did not escalate too, at least occasionally. They tell you what your Aijent is handling well, and what is missing from your knowledge base.