Conversations and context

Conversation management with the context your team needs.

Follow your WhatsApp, Instagram and website chat conversations in Hisen. See the history and contact details so your team can pick up right where the conversation left off.

Hisen
Conversationsall channels
St. George MarketWants to get purchase termsTeam
Ana RibeiroAsked about the team plan
Aurora ShopReplied to the post
Paula MendesBooked a demoBooked
St. George MarketWhatsApp · campaign
Do you still carry the restock line?
AgentWe do. Would you like to get our current purchase terms?
Yes. I'd rather talk to the sales rep.
Handed off to the sales team
Contactcontext
InterestProduct restock
NeedGet purchase terms
Next stepTalk to the sales rep
OwnerSales team
SourceWhatsApp campaign
Illustrative exampleDetails depend on what was logged in your operation.

Example

Conversation history to prepare the next step.

See messages, funnel stage and the details logged about the contact. Use that context to prepare a reply, a meeting or a new approach.

Contact panel
InterestProduct restock
NeedGet purchase terms
Agreed next stepTalk to the sales rep
OwnerSales team
Illustrative exampleDetails depend on what was logged in your operation.
Human handling · the agent stays quiet while the team takes over
Hand back to agent
Can you get me better payment terms on the order?
Rafael · Sales teamI can check. How much are you planning to buy this month?
Illustrative exampleWhen the team takes over, the agent pauses its replies in that conversation.

Human in the loop

Step in when the conversation needs you.

Follow the back-and-forth and continue the conversation with your team. Reply control lets you organize how the AI and your people take part.

Ask

Bring the conversation to Alantur for analysis.

Use a conversation as a reference to investigate how it was handled, clear up a question about the contact or suggest a change in approach.

Meet Alantur
Review this conversation and help me understand where it stalled.
The contact asked about payment terms twice, and the answer only came after the meeting invite. Want to review that guidance?
View conversationReview guidance

FAQ

Frequently asked questions

Can I follow more than one channel?

Yes. Hisen brings together conversations from your connected channels and shows where each one came from.

Do the AI and the team share the same conversation history?

Messages logged in the conversation are available to follow up on in the platform.

Can I see where each conversation came from?

Yes. The source helps your team understand how the contact reached you and continue the conversation on the matching channel.

Your next conversation starts with context.

Organize your conversations and set your team up to keep things moving.