Read conversations and take over
Calls show up in Voice agent, texts, DMs and website chats in Text agent, and emails in Email agent, each with a summary. Open one to read it or play the call, and choose Take over to reply yourself.
Each agent keeps its own conversations: Voice agent for calls, Text agent for texts, DMs and website chat (filter by All, Texts, DMs or Website chat), and Email agent for emails. Search any of them.
Open a conversation to see the summary and the whole thread. From there you can Play call, Call back, Mark handled or Open customer, which shows that person's history across every channel on Home.
On a text or email thread, choose Take over to reply yourself. The agent stays quiet while you're in. Choose Hand back when you're done. On a live call, Take over puts you on the line.
Related articles
Still stuck?
Email us and a person on the team will reply. Or write to support@fullday.ai.