Week one: read your first conversations

Your first week is for reading, not changing. Open Conversations and read twenty threads from start to finish. You’ll learn more about your customers than from any report.

What to look for

• Tone. Does it sound like your brand? If not, note the words that feel off. You’ll fix them in the brand voice course.
• Facts. Did the assistant hand off questions you could answer once and for all? Add those answers to your facts.
• Handoffs. Were they the right calls? An upset customer, a refund, a delivery promise: those should come to you.

Needs you, every day

The Needs you tab collects every thread where the assistant asked for a person. A customer waiting there is close to buying, or close to leaving. Check it at least once a day; twice is better in week one.

Stepping in

1. Open the thread and click Take over. The AI pauses for that customer.
2. Reply. Your messages are labelled as your team.
3. Click Hand back to AI when you’re done.

The AI stays paused until you hand back, so don’t forget the last step. If a customer says stop while you’re there, the thread ends, and nobody can text them again.