Customer conversations (CX)
Answer every customer on every channel — instantly, 24/7, with a human always one tap away.
What CX does for you
- Replies to customers automatically on WhatsApp, Telegram, web chat, USSD, SMS, and email.
- Answers product and price questions from the documents you upload.
- Detects order intent in chat and creates orders.
- Sends payment reminders for overdue customers.
- Escalates frustrated or complex conversations straight to you.
Set it up in five minutes
- Enable the CX vertical on the Verticals page.
- Connect at least one channel.
- Upload your price list or catalog as an artifact so answers use real data.
- Send a test question from another phone and watch the reply arrive.
Work the unified inbox daily
- Open
/portal/inboxand filter by status Needs you. - Each thread shows its channel tag and full history. The context panel shows AI pause state.
- Type one reply in the reply box — it goes out on the customer's own channel.
- Threads the Copilot handles confidently stay marked In progress; you only see what matters.
Status meanings
| Status | Meaning |
|---|---|
| Needs you | The last message is from a customer and the assistant did not auto-resolve it. Act here first. |
| In progress | The assistant handled the latest exchange; nothing is waiting on you. |
| Resolved | AI outreach is paused for this contact (by you or by rule). |
Tip: pair CX with
operations so "I want to
order" messages become invoices without leaving the chat.