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Conversations

Here you will find the history of all dialogues between your customers and the assistant. Use this to check if the answers are correct or to intervene manually.

How it works

Imagine a customer asks for your shop's opening hours or the price of a service via WhatsApp and, shortly after, continues the same request via email. In glacom.AI you don't have to jump from one app to another: you see everything in a single unified list.

You can filter chats by channel, search for specific words or export the data. Each conversation has a status: "in progress", "resolved" or "passed to operator" if human intervention is needed, as explained in operatore.

What you need to do

  1. Access the conversations section of the glacom.AI platform.
  2. Use filters to isolate the channels you are interested in (social, email, website, etc.).
  3. Click on a single conversation to read it entirely from start to finish.
  4. Change the status of the chat if you need to mark it as resolved.

What glacom® does

glacom® collects messages from all active integrations, described in integrazioni, and organizes them in a single chronological flow for each user.

Limits

You cannot edit messages already sent by the system or the customer within the history. If you notice an error in an answer, use the errori e correzioni procedures to instruct the assistant not to repeat it.

Frequent problems

  • Can't find a specific conversation? → Check that you don't have active filters for channel or status.
  • Can I download the dialogues? → Yes, use the export function in the list.
  • How do I know if the assistant made a mistake? → Read the conversation and, if necessary, correct the knowledge base in conoscenza.

From the app

You can monitor conversations in real time and change the chat status.