The Activity Stream in the Conversations section of the BrainHi product is where Office Staff can monitor and engage with Customers that are messaging a business via BrainHi.

At the top of the Activity Stream, Users can begin a new Conversation or a mass message by selecting the “+” button. Mass messages are sent as individual messages to each number. Users can also search existing Conversations by Title, Phone, or Message Text using the Search field.

Conversations are grouped according to who the conversation is assigned to. Within those groups, conversations are ordered in reverse chronological order (with the most recent on top). The number next to each section indicates how many conversations are in the section.

Conversations that are assigned to the currently logged-in user. Managing, resolving, and closing these conversations should be an Office Staff or an Agent user's first priority when attending their BrainHi inbox.

Conversations that are assigned to all Office Staff users. This includes conversations assigned to yourself, conversations assigned to other members of your team, and conversations assigned to "All Office Staff" by Lara that have not been claimed by any individual Office Staff users yet.

Managing, resolving, and closing these conversations should be an Office Staff or an Agent user's second priority when attending their BrainHi inbox.

This section is only displayed for users that have the BrainHi Live Customer Support Agents Service. When the Live Agents service is active, Lara will assign conversations to "All Agents."

Conversations assigned to Live Customer Support Agents. This section is available to all Office Staff in order to facilitate reviewing Agents' activity, but there should be no need for Office Staff to actively engage with the conversations in this section. If a conversation requires Office Staff to intervene, an Agent will escalate the conversation and assign it to an Office Staff user, according to the instructions set up during the business' initial onboarding with BrainHi. The conversation will then move into either the "Assigned to Staff" or "Assigned to Me" section.

These are the conversations being managed by Lara. Lara is able to answer questions based on the default automated responses, or with Custom Responses, so there should be no need for Office Staff or Agents to actively engage with the conversations in this section.

Closed conversations have been resolved, either by Lara or by an Agent or Office Staff user. When a conversation with a Customer is in its closed state, any new event in the conversation will prompt Lara to move it out of the “Closed Conversations” section and start the Call Rescue workflow.

Each item in the activity stream shows some information about the latest event in a Customer Conversation:

Next: Explore the Conversation