Conversations

A conversation is one chat between a customer and your business, on any channel. Botvee keeps every conversation so you can read it later, see what customers ask, and pick up a chat where the AI left off. This page explains what happens inside a conversation and where to find them.

Before you start

• An AI agent connected to at least one channel — Your website, WhatsApp or another channel
• “Auto-save Conversations” left on — In Dashboard → Agent Settings, under System Preferences. It is on by default

How it works

1. 1

   A customer writes

   On your website, WhatsApp or another connected channel. They can type, send a voice note, a photo or a document

2. 2

   The AI agent replies

   Using what it learned from your content, in the customer’s own language

3. 3

   It takes an action when needed

   After the number of messages you set, it asks for contact details or shows the booking form. When it cannot help, it offers a support ticket or brings in your team

4. 4

   The chat is saved

   You can read it in All Chats, with the customer’s details beside it

What happens next

1. 1Customer writes
2. 2AI replies
3. 3Lead form or booking
4. 4Ticket or handoff if needed
5. 5Saved in All Chats

If a customer asks for a person, the chat appears in your Inbox under Waiting. Once someone from your team takes it over, the AI stops replying in that chat until it is released back to the AI.

What customers can send

• Text — In their own language. Roman Urdu gets a Roman Urdu reply
• Voice notes — Turned into text for free, so the agent can answer and your team can read them
• Photos — Read for free, for example a picture of a product they want
• Documents — PDF, Word (.docx), Excel (.xlsx) and text files up to 3 MB each, on the website chat (up to 5 files at a time), WhatsApp and Telegram

What you can do with it

• Dashboard → All Chats — Every conversation, from every channel, with search and filters for status and AI agent
• Dashboard → Inbox — Chats that need a person, where your team replies
• Dashboard → Email Inbox — Email conversations
• Open any chat — Read the full history and the customer’s details

Good to know

• Customer messages never use credits. Each AI reply uses 10
• The same customer on two channels can show as two conversations
• Team members only see the chats of agents they are assigned to