Details
Keep context visible
Chat history stays available to the admin team so follow-up, escalation, and support decisions do not start from zero.
Support inbound and outbound media and voice notes
The inbox can surface customer voice notes and media, then let admins respond with their own voice notes or media without leaving the thread.
Make manual intervention practical
When a conversation needs human judgment, the admin reply flow can continue the thread instead of forcing the customer into another channel.