🔒Included in ALCMEON CARE ESSENTIAL and ALCMEON CARE ENTERPRISE

The Conversation Page provides a view of all interactions with a customer, both public comments and private messages, across various channels such as AlcmeonChat, WhatsApp, Facebook, Instagram and more.

Designed for ease of use, its interface closely mirrors the familiar layout of popular messaging apps.

On this page, you will find all relevant customer context displayed, along with a range of available to help you manage conversations effectively.
 

The Conversation Page is divided into two main sections: On the left you will find the conversation history which displays all messages exchanged with the customer along with the reply module - when the conversation is assigned to you. On the right you will see the customer profile, which provides key information about the person you are communicating with, including their social identity.

Conversation history

You can scroll through the entire history of interactions with the customer, going back as far as the data allows. You are able to see all current and past exchanges, even old conversations, as well as any images, videos or files that were shared.

Public posts, such as Facebook or Instagram comments, are also displayed in chronological order within the feed. This consolidated view offers maximum context to help you better understand the customer's interactions with your brand.

✨ Alcmeon AI enhances your efficiency by providing a conversation summary providing a concise overview of the current discussion.

More details about Conversation History

Assigned message and available actions

The message you are currently handling is surrounded by a set of action buttons, with the reply module directly attached to it.

You will find several useful actions at your disposal. For example, you can choose “ Archive ” to mark the message as processed without sending a reply. Or use “ Route ” to forward the message to another team if it falls outside your scope of responsibility. Additional actions are also available.

Learn more about the available actions for assigned message

Customer profile

On the right side of the page, you will find the customer profile section, which displays the information provided by the messaging channel. Depending on the platform this might include the customer's nickname (as for WhatsApp), their full name, or username and even their profile picture such as on Facebook. On some channels, there might be more detailed information than on others.

Alcmeon always displays all available information specific to the channel in use.

Click on the “ VIP ” switch to prioritize this customer's future messages. Once activated, they will appear at the top of your inbox.

📄 Note: You can enrich the customer profile with additional information coming from your bot scenarios, CRM or via our APIs.

More details on the Customer Profile 

Response module

To reply to a customer, simply type your message in the response  module. You can include emojis, and  if supported by the channel - add attachments such as images, videos, or files. You also have access to your favorite replies library and other advanced features. When you're done, just click “Send”.

✨ Alcmeon AI suggests answers: Your AI assistant suggests a response based on the full conversation history. Click, edit, and send!

Once your reply is sent, you'll be returned to your inbox: perfect! Your message is sent, and it will likely take a while for your client to reply. In the meantime, you can respond to other clients. If the customer responds quickly, the message will be reassigned to you, and you'll receive a notification at the top of your inbox.

Learn more about the Response Module