Read what your Secretary said to customers
Messages keeps every conversation as a transcript. How to search, archive, download, and what to do when you disagree with an answer.
Messages is the record of every conversation your Secretary has had. Nothing is summarised or hidden; you see the customer's words and the Secretary's replies exactly as they were sent.
Finding a conversation
Search by the customer's name or any keyword they used. Threads are sorted by most recent, with a line showing the last thing that happened ("Secretary replied", "Started a conversation").
Reading one
Open a thread to read the full transcript. Beside answers drawn from your knowledge, the transcript notes the source (catalogue, hours, a document), so you can see where a fact came from.
Conversations are read-only. The Secretary handled them; you cannot type into a customer's thread from here. To follow up with the customer, use their contact details on the appointment or lead, from your own email or phone.
Archive, download, delete
- Archive moves a finished thread out of the active list. Unarchive any time.
- Download PDF exports the transcript, useful for a dispute or a record.
- Delete removes the conversation permanently, after a confirmation.
When you disagree with an answer
Three common causes, in order of likelihood:
- The knowledge base is missing the fact. Add it. Teach your Secretary.
- The knowledge base contradicts the catalogue. Prices, hours and stock come from Store, so remove the duplicate from your knowledge text.
- The tone is off. Change the personality, or add a line about tone to your knowledge base.
Then ask the question yourself on your booking page to confirm the fix.