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Conversations

The inbox for SMS, web chat, and voice, including takeover, tickets, and close.

Communications → Conversations (/conversations) is the live thread list for SMS, web chat, and voice. It is not behind an add-on gate. Closed threads move to Archive (/conversations/archive).

What it is

This is the staff inbox. The sidebar heading changes with the channel: All conversations, Voice conversations, Text conversations, or Webchat conversations. A pill reads Carrie & Brandi live. The count is {n} open.

It is not CRM (the lead table) and not Tickets (the kanban). You can create a ticket or jump to CRM from a thread.

Open the screen

  1. Click Conversations under Communications.
  2. Deep links: ?id= opens a room (for example web:50482). ?q= pre-fills search.
  3. The global location filter scopes the list.

What the page shows

Channel rail (desktop): All · Voice · Text · Web Chat. The footer link is Archive.

List row: name, last message, relative time (Just now, Xm ago, Yesterday, or a date), channel chip (Voice / Text / Web Chat), CRM chip (New Lead / Booked / Needs Human / Closed), score (high|medium|low · {score}). Google Business messages are grouped as Text.

Empty list: No conversations match these filters — “Try adjusting channel, status, or search terms.” Empty voice: No voice conversations yet. Empty detail: Select a conversation.

Controls

Filters on the list:

  • Channel: All / Voice / Text / Web Chat
  • CRM status: All / New Lead / Booked / Needs Human
  • Score: All / High / Medium / Low
  • Search placeholder Search name, message, or phone
  • Show Closed (inbox only)

Detail header:

  • Flag (toast “Flagged”; UI-only)
  • New Lead / Booked
  • Create ticket → /tickets
  • Close

AI bar on a non-voice open thread:

  • AI agent is actively handling this conversation with AI Active — Take Over
  • After takeover: AI is paused — you are responding manually with You're in control — Re-enable AI

Voice body: Call Recording, AI Call Summary, fields Call time, Duration, Caller, Service, Urgency (Low / Medium / High), Appt. Composer is read-only (Voice conversations are read-only) with Call back, Text back, View call transcript.

Text / web composer placeholder Reply as yourself… and Send. Disabled while AI is handling the thread (AI is handling this conversation) except you can still take over.

Banner: AI Follow-Up can text and call unbooked leads until they book or opt out. Enable AI Follow-Up (UI-only toast) then AI Follow-Up active — unbooked leads enrolled. Results live at AI Lead Follow-Up.

Incoming browser call overlay: Incoming call / Take over from the AI? · Let AI continue · Take over · Mute / Hang up.

Typical workflow

  1. Filter by channel and Needs Human or score High.
  2. Open the thread. Read AI Summary.
  3. If a person should answer, Take Over, then Send.
  4. Set New Lead or Booked, or Create ticket.
  5. Close when the guest is done.

Close conversation? warns that the thread moves to Chats Archive, that Show closed still finds it, and that Carrie stops following up until someone reopens it. Keep open or Close conversation.

Empty, locked, or preview-only

  • No add-on gate.
  • Flag and Enable AI Follow-Up can be UI-only.
  • The list polls about every 15 seconds and also listens on a socket.

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