Week 25: Conversation System — Apr 12 – 18, 2025
TL;DR: A unified conversation system is live. All AI agent interactions, customer messages, and team notes flow through a single, searchable conversation interface.
Highlights This Week
- Built the Conversations page with multi-channel message aggregation
- Implemented conversation routing to appropriate AI agents
- Added smart reply suggestions powered by AI context analysis
Unified Communications
Field service companies juggle conversations across SMS, email, chat, and phone. The Conversations page unifies all channels into a single timeline per customer. AI agents participate in conversations alongside human team members, with clear attribution for who said what.
How It Works
Inbound messages are routed to conversations based on customer identity (phone, email). The system detects intent (booking request, complaint, question) and routes to the appropriate AI agent or human. Smart replies suggest 3 contextual responses based on the conversation history and customer data.
What’s Next
AI command bar — natural language control over the entire platform.