In this area of the Conversation Page, you will find all interactions the customer has had with your brand on this channel, along with internal Alcmeon information such as annotations, help requests and their corresponding responses.

AI Conversation Summary ✨

🔒Available with ALCMEON CARE ESSENTIAL AI.SSISTANT option, and ALCMEON CARE ENTERPRISE 

If you've activated the Alcmeon AI.ssistant, a conversation summary will appear at the bottom of the page. It allows you to quickly grasp the key points of the most recent exchange without reading again the entire conversation. In just a few lines, you will find a recap of the customer's request, as well as the responses provided - whether by the bot or by previous advisors.

This feature is a real time saver, especially in complex cases involving multiple interactions, or when several advisors or teams have handled the conversation in turn.

📄 Note: the conversation summary is only available for private channels such as AlcmeonChat, WhatsApp, Messenger, etc. It will only be displayed if the conversation contains at least three customer messages.

Customer Messages

Message content

Each customer message appears on the left side of the conversation history. You'll see the full message text, including links, emojis, and attachments. Attachments are shown as thumbnails: click on images or videos to view them in their original size, or to play audio and videos files. Any files sent by the customer can be downloaded by clicking on the link indicating the file type and size.

📄 Note: Only the following file extensions are supported: '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 each message, you will see the channel it was sent through, along with its current status (replied by…, archived by…, etc.). If a reply was sent, a “See reply” link is provided to help you locate it in the conversation threat.

Date and time of the message

Each message displays a timestamp showing when it was received. Hovering over it reveals the exact date and time. 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

 To the right of each customer message, you will find the Copy Message URL button. It allows you to copy the URL of that message precisely. Sharing this URL with a colleague will open the same conversation page, automatically scrolling to the selected message.

Public Context Button

 This button appears only for public posts from the customer - such as comments on Facebook, Instagram, TikTok, LinkedIn, and similar platforms. It can display additional context in the panel on the right, above the customer profile. This includes the original post content and any other comments made by users on that same post.

Message Details Button

 Always appearing at the right of each customer message, similar to the Public Context button above, this button reveals Alcmeon activity related to the message. It displays - over the  customer profile area - details such as who replied and when.

Answers

All responses sent to the customer on this channel - whether by a bot, an AI or a human advisor -  are visible. The color of each message bubble helps you distinguish between automatic bot replies and those written by a human advisor.

All 3 cases include the same level of detail as customer messages : full text, emojis, attachments, timestamp, delivery channel, sender information.

Possible senders:

• Sent by [name] - The response was sent by a human advisor.
• Sent by Quick Reply Bot - The response was sent by predefined bot script built in Alcmeon.
• Sent by ✨Quick Reply Bot✨ - The response was sent by a bot script built in Alcmeon that uses Artificial Intelligence (AI).
• Sent by Surveys Bot - The response was sent as part of a satisfaction survey configured within Alcmeon.
• Sent by Alcmeon Bot - The response was sent via a Triage Rule .
• Sent by Marketing Bot - The message was sent by a bot built in the Alcmeon Marketing module, allowing you to create campaigns for proactive engagement with subscribers.
• Template sent by [name] - A 1-to-1 engagement message sent by a human advisor. This feature allows you to re-engage a customer with a proactive outbound message.

📄 Note: If a response fails to deliver its message bubble will appear red. A detailed error message will be displayed to explain the issue.

Annotations

Annotation are internal notes added within Alcmeon. They are never visible to the customer. It appears as a yellow bubble in the conversation history, displayed chronologically. Each annotation includes the note text, its author, and the date it was created.

You can view a summary of all annotations by clicking the Annotations button located above the message you are currently working on.

Requests for help

A request for help made by an advisor, is an internal Alcmeon process. It appears as a green bubble in the conversation history and is displayed in chronological order. Each request includes the text of the request, its author, and the date it was created. Responses to help requests are shown in the same format.

All requests for help and their replies can also be viewed in summary format by clicking the Help Request button above the message you are currently processing.