Chats

A chat is a text session with an agent. It is the quieter alternative to a call: no microphone, no transcript to sit through, and usable in a room where you cannot talk.

Starting one

Tap Chat on a record and pick an agent. What opens is a draft: the composer works, but Signals, Automations and Artifacts are dimmed and locked, because there is no session yet.

The chat is created when you send the first message. Backing out before that leaves nothing behind in your history.

The composer

Photos. Attach from your library or take one with the camera.

Knowledge base files. A sheet lists your organization's knowledge stores and the files in them, and your selection travels with the message. This is how you point an agent at a specific document for one question rather than relying on what it already knows. You can browse and attach knowledge files here; creating and managing the stores themselves is done in the web console.

Composer actions. Generate a report from the chat, or convert the chat into a meeting, which carries the context across and gives you a call with the same agent on the same record.

Replies

Replies stream in as they are written rather than arriving whole. Along the way you may see:

• A row for each lookup the agent runs, in the place it ran, so the text before and after a lookup are separate blocks rather than one run-on reply.
• Reasoning, collapsed into a Thinking chip you can open.
• Charts, tables, stat cards and question sets embedded in the reply. See Interactive answers in chats.

Titles

A new chat names itself once, after the first exchange, and the new title appears in your history without you refreshing anything.

The other tabs

Once the chat exists, its other three tabs unlock. Signals are detected in chats just as they are in calls, Automations shows what is bound to the agent, and Artifacts collects the reports you generate along with the read-only cards from the thread.