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Conversations

The unified inbox where every customer message — text, email, web chat, social — shows up in one place.

This is one of the most underrated features of your RevStack platform. No more "did you check email? did you check Facebook?" — every conversation lives here.

What lands in Conversations

  • SMS / text messages (once A2P is approved)
  • Emails sent to your business email address
  • Web chat messages from your opt-in page
  • Facebook Messenger
  • Instagram DMs
  • Voice call transcripts (when AI Voice Agent is active)
  • Form submissions (with the customer's note, if they left one)

All in one inbox. One thread per customer, regardless of channel.

The Conversation AI — what it does

Your Conversation AI reads every incoming message and handles a lot of it before you ever see it:

  • Answers common questions (hours, services, basic pricing, location)
  • Books appointments by sending the customer your calendar link
  • Confirms project types and timelines
  • Asks qualifying questions to filter serious leads from tire-kickers
  • Sends follow-up info when asked ("send me the brochure")
  • Hands off to you when it should

You'll see AI-handled conversations marked in the inbox so you know which ones it covered.

When the AI hands off to you

A conversation gets flagged for you (yellow flag) when the AI sees any of:

  • A complex pricing question on a big project
  • An upset or frustrated tone
  • A specific question the AI doesn't know the answer to
  • The customer asks for a human directly
  • Anything sensitive (legal questions, complaints, etc.)

When you see a yellow flag, open the conversation and read the last few messages. Reply directly. The AI stops talking the moment you do.

Replying from the mobile app

  1. Tap the conversation
  2. Read the last few messages
  3. Type your reply
  4. Tap send

The customer sees your reply as a normal text, email, or chat message from Dynamic Group. They never see anything technical.

Replying from the web app

Same flow, more screen real estate. Useful if you want to:

  • See attachment previews larger
  • Reference a contact's pipeline stage while replying
  • Use templates (web only — see below)

Templates for common replies

The web app has a "Templates" or "Snippets" feature you can use to insert common responses:

  • "Thanks for reaching out — what project are you thinking about?"
  • "I'd love to come measure that. Pick a time: [calendar link]"
  • "Here's a link to our financing options: [link]"

Save replies you find yourself typing more than 3 times. You can also build new templates as your team identifies common questions.

What's automated (so you don't have to think about it)

The system fires these without you doing anything:

  • Welcome message to anyone who fills out the opt-in form
  • Confirmation when they book a calendar appointment
  • Reminder day-before and day-of for appointments
  • Review request 24 hours after a job is marked Completed
  • "Sorry we missed you" message after a missed call (when SMS A2P approves)
  • Reactivation emails (when YOU enroll someone in the Reactivation workflow)

Your team only writes responses for conversations that need a human — usually the meaningful ones.

Tagging conversations

You can tag entire conversations to track patterns:

  • complaint — flag for review later
  • sales-qualified — they're ready to buy
  • referral-source — they sent you a friend
  • vip — high-value past customer

These tags help when you're scanning reports at the end of the week.

Voice call transcripts

When the AI Voice Agent is live (depends on phone provisioning + A2P approval):

  • Every call gets a transcript
  • The transcript appears in the contact's conversation thread
  • The AI summarizes what was discussed
  • Action items are surfaced ("customer wants to schedule estimate" → opportunity created in pipeline)

Until Voice Agent is live, voicemails route to whoever picks up.

What if I'm stuck?

Stuck moment Fix
"I see a conversation but no contact attached to it" Tap the conversation → look for "Link to Contact" → create or attach. This happens with brand-new opt-ins before the contact is fully created.
"The AI replied to a customer with the wrong info" Open the conversation, send a corrective reply yourself. Then text Kevin with the customer name + what went wrong — we tune the AI based on these examples.
"I sent a reply and the customer didn't get it" Check the conversation status — does it say "Delivered"? If "Failed," check the customer's contact info for typos in phone/email.
"I want to stop the AI on a specific conversation forever" Open the conversation → settings → toggle "AI Auto-Reply" off for this contact.

Video walkthrough

A video walkthrough of using the Conversations inbox lives here once we wire it in.

Last updated: 2026-06-01 by Kevin / RevStack