Conversations Overview
Conversations is the part of Omniflow your support, sales, and success teams live in every day. It’s where every customer interaction — across email, chat, voice, SMS, and social — lands, gets triaged, gets answered (by a human or an AI agent), and gets closed out. The module wraps four tightly-coupled surfaces: the Unified Inbox, Tickets, Contacts & Companies, and Canned Responses & Templates. They share a single conversation record, so anything an AI agent saw, a human teammate sees too — and vice versa.
Why this exists
Most teams stitch this together from three or four tools: a help desk for tickets, a separate chat tool, a separate phone system, a CRM for contact data, and a spreadsheet for snippets. Switching between them is where context gets lost and where AI agents and humans stop trusting each other’s work. Conversations collapses all of that into one record so the AI can hand off to a human (and the human can hand back) without losing a single message.
Key concepts
- Conversation — the canonical thread. One conversation can span channels (a customer emails, then calls back); the thread persists across both.
- Ticket — a structured wrapper around one or more conversations when you need lifecycle, ownership, SLA, or reporting beyond the inbox view.
- Contact — the person on the other end. Pulled from your CRM if connected, or created on first contact.
- Company — the org a contact belongs to. Used for routing, SLA, and account-level reporting.
- Canned response / template — pre-written reply text (with variables) for the things you say a hundred times a week.
The four surfaces
When to use each
| If your team needs to… | Use |
|---|---|
| Triage incoming work in real time | Unified Inbox |
| Track multi-step issues with ownership and SLA | Tickets |
| See who’s on the other end and their history | Contacts & Companies |
| Reply faster with consistent wording | Canned Responses & Templates |
A typical flow: a message arrives in the Inbox, an AI agent answers what it can, anything escalated becomes a Ticket, the ticket is enriched with Contact and Company data, and the human responder uses a Canned Response to answer faster.
First 10 minutes
Connect at least one channel
Open Settings → Channels and connect the inbound surface you care about most — usually Gmail, your support inbox, or a chat widget. See Channels.
Watch the Inbox light up
Send yourself a test message. It should appear in the Unified Inbox within a few seconds, with the right channel icon and a contact record auto-created.
Configure ticket creation rules (optional)
Decide which conversations should auto-promote to tickets — usually anything that needs follow-up beyond a single reply. See Tickets.
Import or sync contacts
If you have a CRM, connect it under Settings → Integrations. Otherwise contacts will be created on first contact. See Contacts & Companies.
Seed your most-used replies
Add 5–10 canned responses for the questions your team answers daily. See Canned Responses & Templates.
Hand off to an AI agent
Point one of your AI agents at the inbox so it can take a first pass at every incoming message. See Creating an Agent.
AI agents and human teammates share the same conversation record. There is no separate “AI inbox” — handoffs in either direction preserve full context.
Where to go next
| If you want to… | Go to |
|---|---|
| Tune which AI agent handles which conversation | Routing Rules |
| Set SLA and business hours per company tier | SLA & Business Hours |
| Audit what an AI agent did on a specific conversation | Activity Logs & Traces |
| Score conversation quality at scale | QA Analytics Overview |