Conversations

Conversations, after the channel hands it off.

A call, a text, a DM — every channel ends in the same inbox. These guides cover what needs you while the customer is still there, and what happens once the conversation ends: the alerts, the requests still open, what gets extracted on its own, and what a person can still change.

Real-time insights and actions

Requests that need you while the customer is still there: an alert the moment they ask, a list of what is still open, and taking a conversation over or handing it back.

01 Real-time email alerts when a customer asks for a callback during a chat or call Turn one yes/no field Live and the AI agent flags a callback request the moment the customer asks, so the alert email reaches you within seconds, again for every new request, on web chat, messaging, email and phone calls. 02 Track open customer requests and mark them handled Find every conversation with a callback or other request still waiting on your team, see which request it is, and mark it handled from the inbox, from the alert email, or by asking Octo. 03 Hand a conversation back to the AI Why the AI pauses in a conversation, what the inbox banner tells you, and the three ways a paused chat comes back to the AI: Return to AI now, automatically after 10 to 60 quiet minutes, or by asking Octo.

Post-conversation insights and actions

What the AI pulls out of a conversation once it ends, how you read and correct it, and the alert it can send you.

01 Configuring a Dialog Insight Start from a template or generate one from an agent's own system prompt, edit the fields, test before it runs for real, then attach it. 02 Reading a Dialog Insight result on a conversation The marker on a conversation row, the banner when nothing has run yet, the sidebar card's states, and how to correct a value without undoing the label it already applied. 03 Send an email alert after a call or chat, based on what the AI found Turn a Dialog Insight label into an email that arrives once the conversation ends, with who the customer is, Call and Email buttons, the AI summary, what was found and the recent messages, and see every alert on the conversation's timeline.