Inbox and escalations
Calls, WhatsApp and web chat from every agent in one list, with the escalations first.
When a conversation ends, Careflow writes a record of what happened: the topic, the playbook and how far it got, what the agent collected and did, and any signals worth a look. Read it beside the thread.
The conversation, the steps the agent took, and a one-line summary.
Can I check in late tonight?
Started · Late check-inOf course. What is your booking reference?
Step 2 · Check booking · WorkedFound it. I will send your check-in details.
The customer's messages sit on the left and the agent's replies on the right, with the agent's name and the time. Between them, small markers show which playbook started, which step it reached, whether a tool worked, and when it handed off.
A yellow note at the end gives what the customer wanted and the next step. It reads Summary so far while a chat is open and Summary once it ends.
A routine says what happens when an agent steps aside. Describe when to use it, collect a callback number first, then say your line and forward the call, or send your message and let the conversation wait in the Inbox.
Every conversation from every agent: calls, WhatsApp, website chat and the API, plus your own test chats and calls, which carry a flask icon.
No. A WhatsApp or web chat contact keeps one thread and each visit adds a case. Every call is its own entry.
Calls appear once they have ended, and the case fills in a few seconds after hang-up.
The chat is still open. It becomes Summary once the conversation ends.
Chats from an agent's Test tab get no summary and no case.
Yes. Choose the owner's name at the top of the thread, then pick a teammate.
Yes. The markers in the thread and the case show each step and tool result.
Export an agent's sessions as a CSV from Activity, and download a single transcript.
No. It checks for new conversations every few seconds.
No. We transcribe calls and do not store audio.
Connect a number or WhatsApp, talk to your agent, and watch the conversation land.
