Conversations Overview
Conversations is your central inbox for all email interactions between customers and your AI agent. Every email thread is captured, organized, and easily accessible for review and management.
What Are Conversations?
A conversation in Airmailer represents an email thread:
- Inbound email: A customer's message to your brand
- Outbound email: Your AI agent's response
- Thread history: All messages in the conversation
Accessing Conversations
Navigate to Conversations in the sidebar to view all your email threads.
Conversations Interface
Conversation List
The main view shows all conversations with:
| Column | Description | |--------|-------------| | Customer | Email address or name | | Subject | Email subject line | | Status | Current conversation state | | Messages | Number of messages in thread | | Last Activity | When the conversation was last updated |
Sorting and Filtering
Organize your view by:
- Most recent activity
- Oldest first
- Status (pending, active, resolved)
Conversation Flow
Customer sends email
↓
Email appears in Conversations (Inbound)
↓
AI Agent processes and generates response
↓
┌─────────────────────────────────────────┐
│ APPROVAL CHECK │
│ Auto Send → Response sent immediately │
│ Draft All → Queued for approval │
│ Threshold → Based on confidence score │
└─────────────────────────────────────────┘
↓
Response appears in thread (Outbound)
↓
Customer replies (new Inbound)
↓
Cycle continues...
Depending on your approval mode, AI responses may be sent immediately or held for review in the Approval Queue.
Viewing a Conversation
Click any conversation to see the full thread:
Thread View
- All messages in chronological order
- Inbound messages (from customer)
- Outbound messages (from your agent)
- Timestamps for each message
- Status indicators
Message Details
Each message shows:
- Sender (customer or agent)
- Timestamp
- Full message content
- Direction (inbound/outbound)
Conversation States
Active
- Ongoing conversation
- Recent activity
- May have pending agent response
Pending Approval (Derived State)
Conversations with pending drafts display a "Pending Approval" indicator. This is not a stored conversation status—conversations remain in their actual status (e.g., active, resolved, spam). "Pending Approval" is a derived condition shown when an associated draft has status: "pending" and is awaiting review in the Approval Queue.
- AI has generated a response draft
- Draft is in "pending" status, awaiting human review
- Response not yet sent to customer
Resolved
- Conversation completed
- No further action needed
- Archived for records
Pending
- Awaiting processing
- Agent response in progress
Working with Conversations
Review Agent Responses
Check how your agent handles customer inquiries:
- Open a conversation
- Read the customer's question
- Review the agent's response
- Evaluate accuracy and tone
Identify Patterns
Look for:
- Common questions (add to FAQ)
- Missing information (update documents)
- Tone issues (adjust settings)
- Rule gaps (add new rules)
Quality Assurance
Regularly review conversations to:
- Ensure accuracy
- Verify brand consistency
- Identify training opportunities
- Spot potential issues
Conversation Metrics
Track at a glance:
- Total conversations
- Response rate
- Average messages per thread
- Resolution patterns
For detailed analytics, see Activity Dashboard.
Best Practices
Regular Review
- Check conversations daily
- Review random samples weekly
- Deep-dive on issues immediately
Use Insights
- Conversations reveal customer needs
- Patterns indicate document gaps
- Quality issues guide improvements
Keep Records
- Conversations are your audit trail
- Important for compliance
- Useful for training
Conversation vs Activity
| Conversations | Activity Dashboard | |--------------|-------------------| | Individual threads | Aggregate statistics | | Full message content | Summary metrics | | Customer details | Trends and patterns | | Review and manage | Monitor and analyze |
Use Conversations for detailed review; use Activity for big-picture insights.
Privacy and Security
All conversations are:
- Encrypted in storage
- Accessible only to your team
- Private to your brand
- Retained according to your plan