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Conversations from the app

This feature lets you monitor dialogues between your customers and the assistant and intervene manually when necessary.

How it works

You can read all chats in real time, regardless of the channel the customer uses. For example, if a customer asks for your shop opening hours or the price of a service and the assistant doesn't know how to answer, you can enter the conversation and write the correct response yourself.

What you need to do

  1. Open the conversations section in the app.
  2. Choose the chat you want to monitor or respond to.
  3. Write the message to answer the customer in the first person.
  4. Rate the assistant's response to indicate whether it was correct or not.

What glacom® does

The glacom.AI platform collects messages from all connected channels and shows them in one place. When you decide to respond, glacom® disables the assistant for that specific conversation to avoid double or conflicting answers.

Limits

You cannot edit messages that the assistant has already sent to the customer. You can only add new responses or report the error to improve the system via errors and corrections.

Frequent problems

  • The customer isn't receiving my answer? → Check if you have an active internet connection on your device.
  • The assistant keeps answering while I'm writing? → Make sure you have taken control of the conversation as an operator.
  • Where can I see the feedback I gave? → Feedback is used for internal refinement and is managed in the training section.

From the app

You can read the history, respond to customers, and rate the assistant's answers directly from your smartphone.