This guide provides a detailed overview of all tools and controls available inside each conversation. These elements help teams manage guest communication efficiently, maintain organization, and ensure a smooth workflow.
Top Bar
Visual Reference | Element | Description |
| AI Autopilot | The AI button controls whether autopilot is active. When enabled, the AI automatically manages the conversation and sends responses. When paused, the AI stops sending messages but continues providing suggested replies for approval. |
| Reassign to Manager | Routes the conversation to a Communications Manager (available only if this role exists). Use when managerial help, oversight, or approval is needed. |
| Escalation | Moves the conversation into the Escalations pipeline for human supervision. Useful when the guest needs close monitoring or the AI should no longer continue the thread. |
| Sale Attribution | Allows you to attribute a closed deal to a specific seller for accurate KPI tracking, performance reporting, and sales credit. |
| Assignee | Assign the conversation to yourself or another team member. Ensures clear ownership and accountability. |
| Copy Conversation Link | Generates a direct link to the conversation for easy sharing with colleagues or supervisors. |
| Notes Filter | Displays only internal notes (shown in yellow) so you can focus on internal updates and action items without guest messages. 
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| Conversation Tags | Add quick identifiers such as VIP, irate guest, special request, or other internal categories. Helps teams quickly understand context and categorize interactions. |
| AI Summary | Automatically condenses long message threads into a structured overview, highlighting key topics, timelines, and action items. |
| Translation | Instantly translates the guest’s messages into English, helping teams respond to international guests without switching tools. |
| Conversation Actions:
| Close a conversation when complete, set a follow-up for later review, or reopen a closed conversation. Follow-up labels appear next to the action button—yellow for upcoming, red for overdue. |
| Fun Level (Guest Sentiment) | A 1–5 rating that reflects guest sentiment. Ratings below 3 indicate a potentially unhappy guest and place the conversation in the Staying Angry pipeline for extra attention. |
Conversation Thread
Visual Reference | Element | Description |
| Guest Message (Blue Bubble) | Shows the message sent by the guest. Displays the guest’s name, channel used (SMS, email, messaging platform), and the date & time of the message. |
| System Log Line (Fun Level, Status Changes, etc.) | A grey inline log that records system events such as Fun Level changes, conversation closed, follow-up scheduled, escalated, assigned, or other automated updates. Each log entry includes its timestamp. |
| AI Container | Appears when the AI is on. It shows you an option to view its chain of thought, confidence level, AI message, options to Approve or Reject, and the policy it has detected.
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| Support Message (Grey Bubble) | Messages sent by you (or another support agent). Displays: sender name, sending channel (SMS, email, WhatsApp, etc.), and whether it was Auto (automated AI message) or manually sent. The date & time also appear below the message. |
Bottom Bar
Visual Reference | Element | Description |
| Add Button | Here you have the option to add: 
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| Channel Selection | Choose whether to send via SMS, email, OTA/channel messaging, or WhatsApp (if enabled) 
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| Text box | Type your custom responses. |
| Sent button with character count | Deliver your message to the guest, and see how many characters you have typed down. |
These tools support fast, consistent, and flexible communication across different messaging channels.