Unified Inbox and Lead Conversation Views
The shared inbox organizes incoming buyer messages across all platforms into clear categories so agents can prioritize high-value prospects quickly.
| Contact List Filter | Conversation Type | Sales Response Focus |
| Genie Handoff | AI bot conversations escalated to human agents | Lets managers click Join Chat to take over complex customer questions |
| Genie Live Chats | Active live sessions currently running with the AI bot | Allows pre-sales teams to monitor bot discussions in real time |
| Unread and Channel Views | Incoming messages from WhatsApp or Web Bot channels | Keeps agents focused on high-priority inquiries without missing new leads |
| End Chat | Closed and completed customer discussions | Archives past interactions while locking the chat window from accidental sends |
The contact list shows live customer status dots, unread badges, and verified buyer tags. Agents can scroll backward to load older chat threads and open historical private notes to review earlier team remarks before replying.
Fast Responses and Asset Attachments
Sales representatives use built-in composition shortcuts to share accurate project information quickly:
- Slash Command Templates: Type a forward slash (
/) to pull up pre-saved canned response templates instantly. For proactive buyer outreach, agents can select pre-approved, Meta-compliant WhatsApp templates to ensure message delivery without regulatory blocks. - Project Asset Selector: Lets agents pick a specific real estate development and send official brochures, floor layouts, price sheets, or virtual tour links in one click.
- One Click Reply Tags: Suggested response chips appear directly above the message box so agents can send context-matched answers with a single tap.
AI Handoffs and Team Oversight
When the AI bot encounters complex buyer requests, it triggers an instant handoff to live agents and initiates a response-time SLA timer. If an assigned sales representative fails to respond within a set window (e.g., 5 minutes), the system auto-escalates the chat to the team head. Managers can monitor live WebSocket message deliveries and push bulk broadcasts to share new inventory updates across large buyer segments at once.
| User Role | Inbox Capability | Operational Purpose |
| Pre Sales Manager | Handles bot handoffs and live incoming leads | Resolves early inquiries and passes qualified buyers to site teams |
| Sales Manager | Answers assigned chats and shares project files | Handles direct negotiations, walkthrough links, and deal closing |
| Pre Sales Head | Oversees all team inboxes, bot sessions, and SLA alerts | Monitors response speeds, manages automated escalations, and sends bulk broadcasts |
When the AI bot encounters difficult buyer requests, it triggers an instant handoff that alerts human agents to step in without losing earlier chat context. Team heads can track real-time WebSocket message delivery and use bulk broadcasts to push new inventory updates across large buyer segments at once.
Real-Time Challenges and System Solutions:
- Complex Inquiries: AI bots cannot always resolve nuanced questions; the system triggers an instant handoff with a Join Chat button so live agents can step in smoothly.
- Scattered Lead History: Sales agents often lack background during live conversations; a direct link opens the full lead profile and displays historical private notes for immediate context.
- Slow Follow-Up Speeds: Delayed human responses cost deals. The system enforces strict SLA timers on human takeover requests, alerting supervisors to inactive sessions while slash commands and AI rephrasing help agents reply in seconds.
- Mass Buyer Updates: Reaching multiple prospects individually wastes sales hours; one-click broadcast campaigns let teams send inventory announcements to large buyer groups simultaneously.