Every exchange between a contact and this assistant, newest activity first.
The list
Each row summarises one conversation: which contact, over which channel,
the last message, how many are unread, the total messages, the
status, and when it was last active.
View opens the full transcript. The list and an open conversation stay
current on their own: live when the install has a websocket broadcaster, otherwise
by refreshing every few seconds.
A contact is identified by the id the messaging platform gave them until the
assistant learns something better — a name collected in a flow, for instance.
A list of numbers is not a bug; it means those conversations have not reached
a point where a name was asked for.
Unread and status
Unread counts inbound messages nobody has looked at. It is the queue for a
human, and it does not go down on its own.
Status is the conversation’s state — open, or closed. Open means the exchange
is considered ongoing, whether or not a flow is currently running inside it.
Close and Reopen set it; closing a conversation someone already closed
changes nothing.
Opening a conversation marks it read. New messages that arrive while it is open
are counted until it is opened again.
A conversation and a session are different things and are
easy to confuse. The conversation is the whole relationship with that contact
on that channel. A session is one pass through one flow. A conversation can
have had many sessions, or none at all. Replying
Where a person replies from — the operator inbox — the message goes out under
the assistant’s identity. The contact sees the assistant, not the individual
typing.
Replying starts with Take over: while you hold the conversation the flows
stand down and incoming messages wait for you. You can take over only a
conversation the assistant is answering — if another operator already holds it,
it stays theirs. Return to assistant hands it back to the flows.
Each press of Send is one message. Pressing it twice, retrying, or
submitting the same draft again does not send it again; the inbox says the
reply was already sent. A draft written in another tab is a message of its own. If the inbox cannot confirm a reply went out — the
connection to the messenger broke mid-send — it says so and keeps your draft:
check the transcript before sending it again. An operator can send up to 30
replies a minute.
A reply counts against the tenant’s outbound messages for the period. When they
are used up the reply is not sent, and the inbox says so instead of showing a
generic failure.
That is usually what you want, and it is exactly why the permission to do it is
marked sensitive: reading transcripts and speaking as the company are two
separate grants, and neither is routine. See
Roles and permissions.
When to read them
Transcripts answer the question flow logs cannot: what did the person actually
want. A flow that technically completed while the contact rephrased the same
question four times is working and failing at once, and only the transcript shows
it.
For the mechanical side — which node ran, what it returned, where execution
stopped — see Flow logs.