AI chat section
under review
M
Marco Neal
It would be nice when AI is chatting with the customer to be able to see it live instead of waiting until the chat is over to read all that was said. As the customer replies we keep getting notified and think the customer is messaging us but cannot see anything.
Michele McCoy
under review
Marco Neal Thank you for your feedback regarding the visibility of AI chat conversations with customers. When our AI, Genius, is engaging with a lead, you can see the conversation happening in real time. All conversations, including those managed by Genius, are visible on the Customer Card, showing the complete conversation thread.
Regarding Chuck Hage’s case, our records show no active engagement with AI, Ava Garcia. Could you provide another example so we can investigate and ensure that your conversations are visible as intended?
Michele McCoy
Marco Neal I wanted to follow up on this and see if there's another example you can send us so we can't investigate and ensure that your conversations are visible as intended. Thank you-
Shelby Parker
Hiya Marco Neal, thanks for this post! I have a few more questions for you:
- Can you provide more details on how you would like to be notified when the AI is chatting with the customer?
- What specific information would you like to see during the live chat between the AI and the customer?
- How often do you encounter situations where you think the customer is messaging you but you cannot see anything?
M
Marco Neal
Shelby Parker thank you Shelby for the response. Maybe it’s user error or people are not mentioning this, but for instance I have a customer Chuck Hage who is chatting with AI (Ava Garcia) I’m assuming. Drive centric notify me every time the Chuck sends a message. I cannot see in the normal text thread what he is saying to AI until AI tags me. The only messages I see is what me and the customer have texted back and forth about. This is very common. What I think should be there is a tab or section which all the customers AI have chatted with so we are on the same page.