2.0 Search conversations, contacts… ⌘ K Customer view DOO
6 1 AA
Conversations
FILTERS
Status ⌃
All 39
Open 24
Pending 6
Snoozed 2
Resolved 7
Assignee ⌄
Channels ⌃
All channels
WhatsApp 18
Instagram 8
Email 9
Web chat 4
Labels ⌄
Pulse ⌄
Conversations● Open
LiveUnassigned 11All 39
No conversation open
Pick a conversationCalls, chats and texts all land in the same queue.
DETAILS
SANo one selectedPick a conversation
–chats–bookings–since
NowPersonHistory
Conversation
Inbox WhatsApp · Support StatusOpen Assignee CNCT Assistant Team Support First reply–
Labels
+ Label
Customer PulseLIVE
No conversation open

Tickets

Open 10Mine 3Team 5Nobody's 2Done 128
Search or #number Filter ⌄ Newest first

Missing delivery, order #7731 · Omar Haddad

#1042 · Delivery
Omar's parcel shows delivered at 4:12 PM with no signature. Nothing has arrived.
Do this next

Trace the parcel with the courier and confirm a redelivery slot with Omar today.

Collected
Order#7731 · SAR 640CourierAramex · marked delivered 4:12 PM, no signatureAddressAl Olaya, Riyadh
What they asked for

The order, or a refund, today.

What “done” looks like

Parcel in Omar's hands or the refund confirmed, and the update posted in the chat.

Already tried

The assistant checked courier tracking: delivered, no signature, no photo.

Why it stopped

Not recorded

Take itHand over… Mark done Move ⌄
Status In progress PriorityLowNormalHighUrgent AssigneeYA Yousef Al Amri TeamDelivery Duedue in 2h CustomerOmar Haddad · Noon Store TypeDelivery Sourcethe conversation
Raised Sep 9, 2026 by the assistant · 2m ago
September 2026YearMonthWeekDayToday 11 bookings · 3 still to come Book
UPCOMING EVENTS 3

20,000 km service · Land Cruiser 442799

CONFIRMED
When11:00 – 13:30DateThu, Sep 10, 2026ServiceService bookingBooked by The assistantCourtesy carReserved
سيارة بديلة مطلوبة. فحص صوت الفرامل الأمامية.
عبدالرحمن بوعلاي
The conversation it came from
MoveConfirmed ⌄
Priya Nair · Check-upThu, Sep 10 · 08:00 · 1h
Sandra Mendes · Service bookingFri, Sep 11 · 11:30 · 2h 30m
Contacts All contacts 33
TAGS
Contacts1–33 of 33 Search name, number, email or company NewMessage
Tag Field
Filter by tag
Any
Select a contactEveryone who has been in touch, on any channel,
plus anyone you have imported.
CampaignsWhatsApp · Email · SMS Filter New campaign
Name your campaign
WhatsApp Email SMS
Everyone4,812 customers
Write your message or pick a template
Send now Schedule
Send campaignSave draftEST. COST · SAR 0
Campaigns
WhatsApp 4
Live chat 1
SMS 1
WhatsApp Campaigns Manage templates Create campaign
Large campaigns are delivered gradually to protect your number's quality rating. Every reply lands in the inbox where the assistant answers and routes it.
September 2026 1
Eid offer · VIP customers Sending0%Delivered0%Read0%Replied

Eid Mubarak, {{first_name}} 🌙 As a VIP you get 20% off everything until Sunday. Code: EID20

Noon Store WhatsApp 1,240 recipients
August 2026 2
Ramadan readiness webinarCompleted98%Delivered71%Read34%Replied

Hi {{first_name}}, Ramadan traffic is 4x. Join our 30-min session on handling WhatsApp replies with AI. Reply YES for the invite.

Noon Store WhatsApp 3,860 recipients Completed Aug 28, 11:02 AM
Back to school · Kareem lineCompleted98%Delivered73%Read32%Replied

Hi {{first_name}}, the new Kareem line is live with free delivery this week. Want the size guide?

Noon Store WhatsApp 2,120 recipients Completed Aug 19, 10:15 AM
Campaign

Eid offer · VIP customers

Sending · Customer labels
vip · orders-over-5 · pulse-happy
Delivery funnel
Sent0
Delivered096%
Read070%
Replied020%
Engagement
0%reply rate
Replied0
Read0
Delivered0
Failed0
Replies in the inbox0
Replies land as conversations, labeled and read by Pulse
Sends per hour
Reports Overview Analytics Campaigns Labels Pulse CSAT SLA
AnalyticsHow demand arrives, how customers leave, and what the assistant did in between.
Download analytics report
Last 30 daysAll inboxesAll teamsAll agents Business hours
Conversation containment
0%
0 of 0 incoming conversations were completed without a team takeover.
Handled end-to-end by AI0
Taken over by your team0
Missed0
Conversations
0
3 live now
Satisfaction
4.3 / 5
812 scored
Avg duration
4:12
per conversation
Takeovers
0
7%
Follow-ups
0
5%
Unique callers
0
distinct people
Bookings
0
created in period
Contacts
0
known contacts
From ring to resultFrom the first message to the final outcome.
1Calls received0100% of calls
2Answered098% of calls · 26 did not reach this step
3Handled by the agent alone091% of calls · 84 did not reach this step
4Booked without a human026% of calls · 798 did not reach this step
Daily activityConversations per day.AI Team Missed
Aug 10Aug 14Aug 18Aug 22Aug 26Aug 30Sep 3Sep 7
A signal from the conversation, not a survey.Pulse scores are inferred from transcripts and outcomes. Use them to find patterns and review the conversations behind them.
Customer satisfaction score
4.3 ★★★★☆
812 scored conversations · average pulse out of 5
😊 Happy
503
Scores 4–5
😐 Getting by
211
Score 3
😠 Unhappy
98
Scores 1–2
Emotion analysisEvery conversation the assistant read, by the mood it read.
😠Angry 716 moments6%
😤Frustrated 10814 moments9%
😕Confused 624 moments5%
😐Neutral 3185 moments26%
🙂Interested 1473 moments12%
😊Happy 3318 moments27%
🤩Excited 1474 moments12%
From 1,224 conversations with a reading. Percentages are of those, not of every conversation.
Worth following up6Curiosity and goodwill, the conversations with something in them.
😊
Happy Wei Zhao Aug 26

“That is genuinely helpful, thank you.”

Open the conversation · 90% confidence
Worth fixing6Where somebody was let down, in their own words.
😠
Angry Daniel Novak Sep 6

“The airline has cancelled my Frankfurt flight on Thursday and offered me Saturday. This is unusable.”

Open the conversation · 90% confidence
SettingsAccount settingsAgentsTeamsInboxesLabelsCustom attributes AutomationMacrosCanned responsesRemindersCalendarIntegrations
Automation

Rules run on every conversation. Every rule can ask the AI to make a judgement before it acts, so routing is based on meaning, not just keywords.

ACTIVE RULES4 Add Automation Rule
NAMEDESCRIPTIONACTIVE
After-hours auto-replyOutside 9–6 · WhatsApp, Instagram
Refund → Billing teamLabel Refund · assign team
Booking confirmationSend template · 24h before
Language routingArabic · English · any other language
Rule saved · runs on every conversation from now