Platform & Technology
Conversation Management
Conversation management keeps every interaction coherent: holding context from the first message to resolution, capturing the details you need to follow up, and handing off to a person with the full picture.
Continuity in every interaction
Conversation management combines session state, recent history, current customer context, and connected business data so each response stays aligned with what the person needs right now, even across long, branching, multi-step conversations.
Capture the details to follow up
In practice, many people send their question and then drop off before the conversation finishes. So the assistant captures contact details along the way (an email or a phone number), which means a request never has to become a dead end. Even if someone leaves mid-conversation, you have what you need to pick it back up.
Handoffs that carry the full picture
When a person needs to step in, the handoff brings everything with it (full transcript, a structured summary, and the details captured along the way), so your team continues exactly where the assistant left off instead of asking the customer to repeat themselves.
Reaching customers who've already left
Today, a support reply appears in the chat widget, where the customer sees it when they return. We're extending this into a true multi-channel handoff: when a conversation is escalated, the reply will reach the customer both in the original channel and by email (one shared thread), so they can respond on whichever is most convenient, and your team can simply answer without chasing anyone back to the website. (Coming soon.)