What are agent chats?
Agent chats bring together all active and historical conversations that the agent has with customers through conversational channels such as WhatsApp or Instagram (depending on active integrations).
This space provides complete visibility of the exchange with each customer.
What information is recorded?
In each chat the following is saved:
Messages sent and received
Customer data (if already exists or a new one is generated)
Conversation intent (inquiry, reservation, modification, etc.)
Reservations created from the chat
All this information is associated with the customer and the reservation, if applicable.
What is the chat history for?
The chat history allows you to:
Review how a reservation was taken
Improve the quality of the agent's responses
Audit interactions in case of doubts or claims
Summary
Agent chats work as a central record of all conversational interactions, facilitating organized management and a better customer experience.