🔒Included in ALCMEON CARE ESSENTIAL, ALCMEON CARE ENTERPRISE

The Conversation Page allows you to view all messages exchanged with a customer, both public comments and private messages, on a channel like AlcmeonChat, WhatsApp, Facebook, Instagram and others.

Its interface is easy to use and resembles the experience Alcmeon users already have on their favorite messaging apps in everyday life.

Let's see how all customer context is displayed in the Conversation Page, and what actions are available to you to effectively handle the messages you receive.

The Conversation Page is divided into two main areas: the first on the left is the conversation history and displays the messages exchanged with the customer as well as the message reply module assigned to you; the second on the right is the customer profile and contains information about the social identity of the person you are addressing.

Conversation history

Browse the conversation history: you can go back as far as possible in time, you can view all exchanges with this customer, even old conversations , and of course with all images, videos or files sent.

Additionally, public posts like Facebook or Instagram comments also appear in this feed, in chronological order. This gives you maximum context about the customer's interactions with your brand.

✨ Alcmeon AI can also help you be more efficient: the AI conversation summary gives you the full context of the current discussion in just a few lines.

More details about Conversation History

Assigned message and actions

The message you are currently processing is surrounded by action buttons, and the reply module is attached to it.

The available actions are detailed in the detailed article and include, for example, the “ Archive ” action which allows you to decide not to respond but to finish processing the message anyway, or the “ Route ” action which allows you to transfer the message to another team if the response is not your responsibility, and many others.

More details on the assigned message and actions 

Customer profile

On the right side of the page, you can view your customer's profile. There you'll find the information that the channel transmits: for some, like WhatsApp, it's the nickname the customer has given themselves (first and last name, or username); on Facebook, you'll also find their photo; for others, there may be more or less information.

Alcmeon always shows you all available information depending on the channel.

Click the “ VIP ” switch and future messages from this customer will be prioritized: they will appear at the top of your inbox.

📄 NB: It is possible to enrich this information from the channels themselves, with data from your bot scenarios, your CRM or via our APIs.

More details on the Customer Profile 

Response module

To reply to your customer, simply type your message in the reply module, add emojis, and if you need to (and the channel allows it), add an attachment like an image, video, or file. You can also use your library of favorite replies and other advanced features. When you're done, click "Send" and you're done!

✨ Alcmeon AI suggests answers: Your AI assistant will suggest a response based on all messages in the conversation. Click, edit, and send!

As soon as you send your reply, you'll return to your inbox: perfect! Your message is sent, and it will likely take a while for your client to respond. In the meantime, you can respond to another client. If they respond quickly, they'll be automatically assigned to you, and you'll see an alert at the top of your inbox.

Find all the detailed information on the Response Module