Customers
Conversations
One inbox for every call, chat, text, email and social message.
1.One thread per customer
- Repeat contacts are threaded together - matched by phone or email - so a customer's calls, chats, texts and emails stay in one conversation.
- Messages are shown in time order and labelled: the customer on the left, your agent or team on the right.
- Voicemails left when all your lines were busy appear here too, transcribed.
2.Replying
- Reply by email from any conversation on every paid plan; SMS replies need Intermediate or above.
- Replying takes the conversation over from the AI so it won't answer on top of you.
3.Live monitor (Enterprise)
- The Live tab shows active chats, texts, social messages and calls in real time.
- Take over to pause the AI and reply yourself, then hand it back.
- When a customer asks for a human, the thread is flagged and you're alerted by a nav badge, a bell, a toast and email.
- Transfer a live phone call to your mobile in one click.
Still stuck? A person will help.support@harborne.ai