Day to day
Work your inbox
Read every call, chat, text and email in one thread per customer, and reply yourself when you need to.
1.Read a conversation
Everything your customers send lands in Conversations, grouped into a single thread however they got in touch.
- 1Open Conversations in the sidebar.
- 2Narrow the list with the search box, or the channel filters: All, Calls, Chat, Email, plus SMS and Social on the plans that include them.
- 3Click a conversation to read the full history in time order - the customer on the left, your AI or team on the right.
- 4Call transcripts and voicemail transcriptions appear here too, threaded with that caller.
Tip: Repeat customers are matched by phone or email, so the same person's calls, chats, texts and emails stay in one thread.
2.Reply yourself
You can step in and answer any conversation by hand.
- 1Open a conversation and find the reply box at the bottom.
- 2If both are available, choose the SMS or Email tab. Email replies work on every paid plan; SMS from Intermediate up.
- 3Type your message and send.
Tip: Sending a reply takes the conversation over from the AI, so it won't answer on top of you. On Enterprise you can hand it back from the Live tab.
Still stuck? A person will help.support@harborne.ai