Chats
Text chats with an agent, attaching photos and knowledge base files, copying messages, handing a chat to your agents, and turning a chat into a call.
A chat is a text session with an agent about one record. Use it when you cannot talk out loud, or when you want to ask about a document instead of a conversation.
Starting one
Open a record, tap Chat, pick an agent in Start a chat and tap Start chat. If only one agent is linked to the record, it is already selected.
What opens is a draft titled "Session for" the record name. The composer works, but Signals, Automations and Artifacts are dimmed until there is a session behind them. The chat is created when you send the first message, so backing out before that leaves nothing in your history.
The composer
Type into Message… and tap the arrow to send. The + button opens Chat actions:
| Action | What it does |
|---|---|
| Attach images | Adds photos from your library to the message |
| Take a photo | Adds a photo from the camera |
| Attach knowledge store | Points the agent at one or more of your organization's knowledge stores |
| Attach knowledge base files | Points the agent at specific files inside those stores |
| Process with agents | Hands the chat to your agents (see below) |
Attached stores and files show as chips above the composer, and you can remove any of them before sending. Use them when you want the agent to answer from a particular document for one question. Knowledge stores themselves are created and managed in the web console.
Replies
Replies appear as they are written. Along the way you may see:
- a row for each lookup the agent runs, in the place it ran
- the agent's reasoning, folded into a Thought chip you can open
- charts, tables, stat cards, questions and agent proposals inside the reply, covered in Interactive answers in chats
Copying a message
Long-press any message, yours or the agent's, and tap Copy. The text goes to your clipboard and the app shows "Copied".
Process with agents
Process with agents hands the whole chat to your agents, and each one decides whether it has something to do. It needs the chat to be linked to a record; without one, the sheet says "Link a record to process this chat."
Switch on Only use this chat to keep the agents to this chat instead of everything known about the record. After you tap Process with agents, the sheet counts how many agents ran and how many skipped. Each agent that ran shows as Working, then Ready, Nothing to add or Failed. Why the others skipped lists the reason each skipped agent gave.
You can open it from the + menu or from the Artifacts tab. When you come back to a chat with at least four messages, a Process with agents chip also sits above the composer until you send something. What agents write is covered in Agents and their cards.
Turning a chat into a call
The phone button in the header moves the chat into a meeting. The app asks first: "This moves this chat and its messages into a meeting and starts a live call. The chat will no longer appear in your conversations." Tap Start call and you get a call with the same agent, on the same record, with the chat's messages carried across. If you are already on a call, the app says so and does nothing.
Titles
A new chat starts as "Session for" the record name with the date and time, and renames itself once after the first exchange. You can change it later from the ⋮ menu; see Meetings and conversations.
The other tabs
Once the chat exists, its other tabs unlock. Signals are detected in chats just as they are in calls. Automations shows what is bound to the agent, on team accounts only. Artifacts collects the reports from the chat and the read-only cards from the thread, and shows a dot when a report finishes while you are elsewhere.