Messenger Features

💡 Proactive Messages

The AI can suggest reaching out to clients before they even ask:

Proactive Suggestions

Trigger	Suggestion
No Recent Contact	Suggests you check in
Task Overdue	Suggests sending a reminder
Upcoming Deadline	Suggests a heads-up message
Status Change	Suggests sending an update

Managing Proactive Messages

1. Go to Settings → AI Messages
2. Turn proactive suggestions on or off
3. Set up what triggers them and when
4. Always review before sending

🤝 Human Handoff

Sometimes the AI should pass the conversation to a real person:

Detection Triggers

Trigger	Action
Client Requests Human	"I want to speak to someone"
Negative Sentiment	Client sounds upset or frustrated
Complex Question	Something the AI can't handle
Keywords	Certain words automatically trigger a handoff

Handoff Process

1. The AI notices a handoff trigger
2. The conversation gets flagged for a human
3. A team member gets notified
4. The AI stops replying
5. A real person takes over the chat

🔔 Notifications

Stay on top of new messages:

In-App Notifications

A badge shows how many unread messages you have. Click it to jump to Messenger.

Notification Settings

Setting	Description
Sound	Play a sound when a new message arrives
Desktop	Pop-up alerts in your browser
Badge Count	Show the unread count on the app icon

📱 Mobile Notifications

Get alerts on your phone when new messages come in (you need the Kayse AI mobile app).

Managing Notifications

Go to Settings → Notifications to choose what you want:

Option	Description
All Messages	Get notified about every new message
Assigned Only	Only messages from your cases
Mentions	Only when someone tags you
Quiet Hours	Turn off alerts during certain times

🔍 Conversation Filters

Quickly find conversations that need your attention:

Status Filters

Filter	Description
All	Shows all conversations
Pinned	Conversations you've marked as important
Unread by Team	New messages your team hasn't seen yet
Read • No Reply	Messages you've seen but haven't responded to
Waiting Client Reply	You sent a message and the client hasn't responded
Client Responded	Client sent the most recent message - needs your response
Human Handoff	AI requested a team member to take over
Appointments	Client requested to book or schedule an appointment

Using Filters

1. Open the Messenger
2. Click on any status filter at the top
3. The conversation list updates to show only matching conversations
4. Each filter shows a count of conversations in that state

📊 Message Status

See what happened to your sent messages:

📱 SMS Status

Status	Description
Queued	Waiting to be sent
Sent	On its way to the phone carrier
Delivered	Made it to the client's phone
Failed	Couldn't be delivered
Undelivered	The carrier rejected it

📧 Email Status

Status	Description
Sent	Email was sent
Delivered	Reached the email server
Opened	The client opened it
Clicked	The client clicked a link in it
Bounced	The email bounced back
Spam	Got marked as spam

⚠️ Failed Message Handling

If a message fails to send:

1. Check why it failed
2. Make sure the contact info is right
3. Try sending through a different channel
4. Update the client's info if needed

📜 Conversation History

See the full history of all messages with a client:

Information	Description
All SMS	Every text sent and received
All Emails	Every email sent and received
Chat Messages	All portal chats
Call Records	Links to call recordings and notes
Timestamps	When each message was sent
Sender	Who sent each message
Channel	Which channel was used
Status	Whether it was delivered

📁 Viewing on a Case

You can also see messages from inside a case:

1. Open the case
2. Go to the Communications tab
3. View all messages about this case

🔍 Search History

Search through past messages:

1. Open a conversation
2. Click Search
3. Type what you're looking for
4. Matches get highlighted in the conversation