Shared conversation view
Find brand conversations without rebuilding their context.
AMS · Connected business workflows
Social inbox — Every conversation. A clearer next reply.
Bring supported brand conversations into a shared place for the people handling them.
Who this helps
Teammates answering customer conversations on supported connected brand channels.
The situation
A customer asks about availability, and the person replying needs the original question, brand and proposed answer together.
Fictional example: Lina asks Forma Studio whether the collection is available in store; Nour reviews a suggested reply. This website example makes no live changes.
Follow the example, step by step
Open the right conversation
- What you do
- Select Lina’s enquiry in the Forma Studio Instagram queue.
- What changes
- The thread identifies the customer and the channel she used.
- Why it helps
- The responder starts in the correct customer context.
Read what the customer actually asked
- What you do
- Read the availability question before choosing a reply.
- What changes
- The incoming message remains visible while the suggested response appears.
- Why it helps
- You can judge whether the answer addresses the specific question.
Check the suggested details
- What you do
- Review the proposed 21 October availability date and correct the reply if needed.
- What changes
- The answer sits beside the original question for human review.
- Why it helps
- A person can catch incorrect or incomplete information before sending.
Send the reviewed answer
- What you do
- Approve the reply when it is accurate and the channel permits sending.
- What changes
- The sample changes from an AI suggestion to Reviewed & sent.
- Why it helps
- The conversation records the answer instead of leaving the team with an unhandled draft.
What your team gains
The customer can receive a checked answer in the same conversation, with a person responsible for sending it.
Read the thread, understand the context and respond from the right brand.
Inside Social inbox
Thread history
See the messages associated with the selected conversation.
Reply composer
Prepare a response through the supported provider.
Brand & channel context
Keep the account behind a reply visible.
AI suggestions
Review suggested replies when the brand agent is enabled in Suggest mode.
Human handoff
Keep a person involved when the conversation requires one.
Questions and requirements
Do I need AI to answer messages?
No. Teammates can compose replies themselves. The example includes a suggestion from a separately configured brand agent; a human reviews it before sending.
Can I reply to any message at any time?
Supported message types, reply windows and channel capabilities vary by provider. Inbox requires an eligible paid plan and the relevant access.
Requirements and limits
Inbox requires a paid plan. Supported message types, reply windows and channel capabilities vary by provider.
Understand the next tool here
Read how each connection helps before choosing whether to open another page. Moving between tools does not itself configure an automatic handoff.
AI agents — read how it fits
Configure the brand knowledge and channel mode used for optional reply suggestions.
Give a brand agent the context to help with conversations and choose how it behaves on each channel.
Fictional example: the Autumn collection guide supports Instagram suggestions, while WhatsApp remains Off.
Before you use it
AI requires a configured provider; availability, quotas and provider charges depend on your workspace setup. AI responses can need correction. Auto mode is an explicit configuration, not the default behavior demonstrated here.
Optional: explore the full AI agents story ↗Clients & brands — read how it fits
Keep each conversation associated with the intended brand and connected account.
Organize client and brand records so the team knows who the work belongs to.
Fictional example: Forma Studio is the client and Forma / Autumn collection is the associated brand context.
Before you use it
Brand and user limits depend on plan. The sample businesses and people shown are fictional.
Optional: explore the full Clients & brands story ↗