A conversation shows the life of an email thread, from the customer's message to the reply. Each part of it has a clear job, so you can see what your assistant did and why.
The parts of a thread
- The customer's email. It shows the sender, the time and the message. Directly under its header, the What Eloquens did card explains in plain English what the assistant did with the email and why: whether it replied, whether a rule stopped it, whether it brought someone in, and what it could not find. Ask about this email on the same card opens a private chat about the email.
- Routing. Appears when the assistant forwarded the email to another person under your routing rules. It shows who it went to and the note that was added.
- The response. Shows the reply the assistant sent, or a draft waiting for your review, marked Draft. You can edit or send a draft. A Sources toggle under the reply lists the knowledge it used.
- The summary card. At the top of the thread, Summarize this conversation writes a short summary when you click Summarize.
Good to know
- Long emails and drafts fold; click Show more to read all of one.
- An email that the assistant decided not to answer shows only the customer's email and its What Eloquens did card.
Related articles
- What Eloquens did with an email
- Summarize a conversation
- Review and send a draft
- Conversations: browse, search and read a thread
Douglas Ho
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