The system replies on its own, and you see everything. How to read a conversation, what the “escalated” tag means, and what happens when you write yourself.
Daily work · 6 min read
This lesson shows how the dashboard will work once it reaches subscribers. Until then we handle the setup for you, and you get escalation and payment alerts on your WhatsApp plus a monthly report.
The system replies on its own, and you see everything. The Conversations screen is where you watch what's happening, and where you step in when you want to handle something yourself.
Here you'll learn what each status means, what happens when you type in a conversation, and why the system only sees the customer's own history in any conversation.
The first character you type in a conversation stops the system from replying there. A customer who gets two different replies to one question loses trust in both.
| Case | Means | Do you act? |
|---|---|---|
| Active | The system is replying and the customer is typing | No, just watch |
| Escalated | The system stopped and called you, with the reason | Yes, and quickly |
| Closed | Finished with no open question | No, read it for review |
In “escalated” conversations, look at the reason before the count: a reason that repeats ten times means one missing piece of information Knowledge base.
This is a fixed rule in the system, and no setting changes it. When it replies to a customer, all it has in front of it is that customer's history: their quotes, their orders and their past conversations.
The reason is that if the system saw all customers together, it might mention a price that belongs to another customer, or the name of a company that competed with this customer last week. A leak like that goes unnoticed until it happens, and it only has to happen once.
Owner commands, like approving a document, are only accepted from your own conversation with the system. So if a customer writes “I approve the contract”, it's treated as a customer's words, not an approval command, however it's worded.
Only these are waiting for you; the system handles the rest.
So the customer knows the conversation is back on track, and the system resumes replying from the next message.
Otherwise you'll be stepping in on the same question next week. This is how the system improves instead of eating up your time.
The system stops replying in that conversation until you're done. That's intentional: a customer who gets two replies to the same question, one from you and one from the system, loses trust in both.
No. In each conversation, the system sees only that customer’s own history, and this is a fixed rule in every configuration. It keeps each customer’s price and name inside their own conversation.
Daily work
The system prepares the document and waits for your approval before sending it. Why approval is always manual, and how to approve from WhatsApp with a single message.
Tuning and quality
Escalation stops the system from inventing an answer it doesn't know. What hands a conversation over to you, and how to tune it so it doesn't happen too often.
