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:- Agent identifies the lead: Matches the message to an existing lead or creates a new one
- Processes the message: Analyzes the content and any attachments
- Determines response: Decides what action to take based on the message
- Executes tools if needed: Uses tools to retrieve information or perform actions
- 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:- Documents are processed: OCR, classification, and validation
- Checklist is updated: Documents are matched to checklist items
- Data is extracted: Information is pulled from documents
- 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