> ## Documentation Index
> Fetch the complete documentation index at: https://docs.getomni.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Conversation

# Conversation

The AI agent handles conversations with leads across multiple channels (email and SMS). Understanding how conversations work helps you configure and monitor agent behavior effectively.

## How Conversations Work

### Incoming Messages

When a message is received:

1. **Agent identifies the lead**: Matches the message to an existing lead or creates a new one
2. **Processes the message**: Analyzes the content and any attachments
3. **Determines response**: Decides what action to take based on the message
4. **Executes tools if needed**: Uses tools to retrieve information or perform actions
5. **Generates response**: Creates an appropriate response based on context

### Outgoing Messages

When the agent sends a message:

* **Autopilot mode**: Message is sent immediately
* **Listen mode**: Message is drafted for admin review before sending

### Documents in Conversations

If documents are passed in:

1. **Documents are processed**: OCR, classification, and validation
2. **Checklist is updated**: Documents are matched to checklist items
3. **Data is extracted**: Information is pulled from documents
4. **Response is generated**: Agent acknowledges receipt and provides feedback

## Message Handling

### New Leads

If the message is from a new lead:

* A new lead is created automatically
* The agent introduces itself and explains the process
* The agent requests required information based on the checklist

### Existing Leads

If the message is from an existing lead:

* The agent retrieves the lead's current status
* The agent continues from where the conversation left off
* The agent updates checklist items based on new information

## Multi-channel Coordination

The agent coordinates across channels:

* **Email and SMS**: Messages can come from either channel
* **Unified context**: Agent maintains context across all channels
* **Channel selection**: Agent chooses the best channel for follow-ups

## Escalation

If agent message could possibly violate lending policy, submit feedback to the agent. The system can be configured to escalate certain situations to human agents.

## Related Guides

<CardGroup cols={2}>
  <Card title="Autopilot" href="/ai-agent/autopilot">
    Enable automatic message sending
  </Card>

  <Card title="Agent Settings" href="/ai-agent/settings">
    Configure conversation settings
  </Card>

  <Card title="Timeline" href="/leads/timeline">
    View conversation history
  </Card>

  <Card title="Get Action Logs API" href="/api-reference/leads/get-lead-action-logs">
    Retrieve conversations via API
  </Card>
</CardGroup>