In this area of the Conversation Page , all the interactions this customer has had with your brand on this channel are available, as well as other internal Alcmeon information such as annotations, help requests and their responses.

AI Conversation Summary ✨

🔒Included in ALCMEON CARE ESSENTIAL option AI.SSISTANT , ALCMEON CARE ENTERPRISE

If you've enabled the Alcmeon AI.ssistant, a conversation summary is provided at the bottom of this page. This saves you from having to reread all the exchanges from your most recent conversation with the customer: in just a few lines, you can read the essential elements of their request, the responses provided by the bot, and by the advisors who responded previously.

This feature can save you valuable time, especially for complex cases or those that require multiple exchanges, and even when several advisors or teams are involved and taking turns!

📄 NB: the conversation summary is only displayed for conversations on a private channel like AlcmeonChat, WhatsApp, Messenger… It is only displayed if there are at least 4 messages from the customer in the conversation.

Customer Messages

Message content

Each message from the customer is listed on the left side of the conversation history. You'll find the text of their message, including links, emojis, and any attachments. These attachments are displayed as thumbnails: click on images and videos to open them in their original size, and even play videos and audio files; files sent by the customer can be downloaded by clicking on the link indicating the file type and size.

📄 NB: The only file extensions supported are: 'aac', 'amr', 'aspx', 'avi', 'avif', 'bmp', 'c', 'css', 'dng', 'doc', 'docx', 'eml', 'gif', 'heic', 'html', 'ics', 'jfif', 'jpeg', 'jpg', 'keynote', 'm4a', 'mag', 'mhtml', 'mov', 'mp', 'mp3', 'mp4', 'msg', 'numbers', 'ods', 'odt', 'ogg', 'opus', 'pages', 'pdf', 'php', 'png', 'ppt', 'pptx', 'psd', 'rtf', 'sdocx', 'svg', 'tiff', 'txt', 'vcf', 'wav', 'webp', 'xls', 'xlsx', 'xml'. For other file extensions, the link presented in Alcmeon will not be clickable.

Below the message content is indicated the channel on which this message was sent as well as its current status (replied by…, archived by…, etc.) and if it has been replied to a “See reply” link allows you to find this reply which may be further in the conversation.

Date and time of the message

The time of the message is of course indicated, and by hovering your mouse over it, the exact date and time are displayed. In addition, in the case of a public message like a comment, you can click on this information to open the customer's message in a new tab on the original channel (Facebook, Instagram, etc.).

Copy Message URL Button

This button always appears to the right of each customer message. It allows you to copy the URL of that message precisely: sharing it with someone else will display the same conversation page, at the location of that message.

Public Context Button

This button only appears for public posts sent by the customer, such as comments on Facebook, Instagram, TikTok, LinkedIn, or other sites. It allows you to display additional context in the right-hand area, above the customer profile: you will find other customers' comments on the same post on your page, as well as the content of that post.

Message Details Button

This button always appears to the right of each customer message. Similar to the Public Context button above, it displays details of any Alcmeon actions taken on that message over the customer profile area: who replied to it and when, for example.

Answers

All responses made to this customer on this channel are available, whether they were sent by a bot, an AI or an advisor, and the color of the message bubble makes it possible to differentiate between messages sent automatically by a bot and those sent by a human advisor.

In all 3 cases, you will find the same level of detail as for customer messages : text, emojis, attachments, time, sending channel, sending author.

The sender may be:

• Posted by [name] - This reply was submitted by a human advisor.
• Sent by Quick Reply Bot - This reply was sent by a bot script built in Alcmeon.
• Posted by ✨Quick Reply Bot✨ - This reply was sent by a bot script built in Alcmeon that uses Artificial Intelligence (AI).
• Sent by Surveys Bot - This response was sent by a satisfaction survey set up in Alcmeon.
• Posted by Alcmeon Bot - this reply was sent by a Triage Rule .
• Sent by Marketing Bot - This response was sent by a bot built in the Alcmeon Marketing section, which allows you to create campaigns to send messages to your subscribers.
• Template sent by [name] - 1-to-1 engagement message sent by a human advisor. This feature allows you to re-engage a customer with a proactive outbound message.

📄 NB: Sometimes a sent response never reaches its destination. In this case, the message bubble is red, and a detailed description of the error is provided.

Annotations

An annotation is an internal note to Alcmeon that is never sent to the client. It appears as a yellow bubble in the conversation history thread and in chronological order. It contains the text of the annotation, its author, and the date it was written.

All annotations are also available in condensed form by clicking the Annotations button above the message you are currently working on.

Requests for help

A help request made by an advisor, which is an internal process of Alcmeon , appears as a green bubble in the conversation history thread and in chronological order. It contains the text of this request, its author, and the date it was written. A response to a help request is displayed in the same way.

All help requests and their responses are also available in condensed form by clicking the Help Request button above the message you are currently processing.