Draft: this guide describes a feature customers can't use yet, so production leaves it out.
How a conversation thread works
Each customer has one thread, shared by your team, with every text, call, callback request and note in the order it happened.
Soja keeps one thread per customer, and everyone on your team sees the same one. Whoever picks it up next can read what happened before and carry on, so the customer never has to explain it twice.
What’s in a thread
- Texts. The customer’s on the left. Your team’s on the right, in green. Texts the AI agent sends carry its seedling and Soja.
- Calls. Who took the call and how long it lasted, then a summary of what was said.
- Missed calls. In red, with the time.
- Callback requests. What a caller asked for when nobody could answer, and the time they were told to expect your call. See How callback requests work.
- Notes. In yellow, marked only your team sees this. See Leave a note for your team.
The top of a thread
The customer’s name sits above their company and the line they called. The chip beside it shows who on the team owns the customer: Yours, or their role. The Actions button (⋯) at the right has what you can do to the whole conversation, such as archiving it. See Archive a conversation, or mark it unread.
While the AI agent is on a call with the customer, a strip above the thread says so, and the end of the thread shows the call happening now. See When the AI agent asks for a rep.
Updated