Conversation screen

When you click any conversation from the side panel, Platica opens a three-panel view designed to give you full context without overwhelming the screen.

This structure lets you:

• See the list of conversations (left)
• Read and reply to messages (center)
• Access customer information and tools (right)

Center Panel: The Conversation

The heart of the interface. This is where real communication with the customer happens.

Top Header

Visible information:

• Contact name with a direct link to their full profile
• AI Agent handling the conversation
• Assigned user (initials of the responsible human, if applicable)

Quick Action Menu

The three dots in the top right corner reveal management actions:

Message History

The center area shows the full timeline of messages between:

• Customer messages (left-aligned, white background)
• AI responses (right-aligned, colored background)
• Human interventions (marked with the operator's name)

Additional visual elements:

• ✓✓ Double checks = Message read by the customer
• ⏱️ Timestamp on each message
• 📎 Attachments (images, PDFs, documents)

Take Control of a Conversation

When a conversation is in 🔴 Assistance state, you'll see a prompt at the bottom inviting you to intervene.

Two options:

1. Accept Control — The chat is assigned to your account and the status changes to 🟡 Supervision. You're now responsible for replying.

2. Decline — You ignore this specific request and let the AI keep going with its predefined flow.

Writing Replies as a Human

Once you're in control, the text field becomes active so you can write freely.

Available assisted drafting tools:

Default Tones

Transform your draft into different styles with one click:

• Professional — Corporate, formal language
• Friendly — Warm but respectful
• Formal — Maximum formality, ideal for complaints or legal matters
• Empathetic — Compassionate, ideal for delicate situations

Create Custom Tones

1. Click the + symbol next to the tone list

2. Describe the personality you want:

   Example: "Enthusiastic 25-year-old salesperson, uses emojis moderately, very warm but not intrusive."

3. Save the tone. It will now appear in your personal list for future use.

Usage flow:

1. Write your base message: "Hi, about your order..."
2. Pick a tone
3. The AI rewrites: "Hi there! 😊 So great to hear from you. About your order..."
4. Review and send

Hand Control Back to the AI

An efficient team knows when to delegate back to automation.

How to do it:

Click the circular arrows next to your name in the header. A field will appear for you to instruct the AI on how to continue.

Examples of effective instructions:

✓ Good: "I already gave them the 20% discount code. Now continue with the appointment scheduling flow."

✓ Good: "The customer accepted the quote. Ask them for their shipping info and confirm the purchase."

✕ Bad: "Continue" (too vague)

✕ Bad: "Do whatever you think is best" (no context)

Right Panel: Tools and Context

This panel is your integrated CRM. All customer information and management tools in one place.

1. Contacts

Basic customer information:

• Full name
• Phone number / platform ID
• Email (if shared)
• Custom fields (e.g., customer number, license plates, reception ID)
• Links to connected social media

Quick edit: Click any field to update it without leaving the conversation.

2. History

Complete record of past interactions:

• Every previous conversation with this customer
• Date and time of each contact
• Topic of each conversation
• Outcome (closed successfully, abandoned, escalated)

Use cases:

• Identify recurring customers with problems
• See if it's their first time reaching out
• Understand the customer's full journey

3. Conversation

Technical data for the current conversation:

Flow visualization:

12:16 PM — Customer starts conversation
12:17 PM — AI: Greeting and intent detection
12:19 PM — AI: Provides pricing info
12:54 PM — Conversation expires due to inactivity

4. Summary

The power of AI to condense information:

With a single click, the AI Assistant reads the entire conversation and generates an executive summary in three key points.

Example summary:

📋 Conversation summary:

1. Customer asked about availability of model X in red
2. They were given the price ($45,000) and financing options
3. They requested to book an appointment this Saturday at 10 AM

Status: Awaiting appointment confirmation

5. Tags

Tags let you classify conversations and trigger automated workflows. You can use them to segment customers, prioritize support, and coordinate responsibilities across your team.

Create and Manage Tags

1. Click the "Add tag" button in the right panel

2. Type the name of the new tag (e.g., "VIP Customer") |

3. Define an automatic application rule:
   Describe when the AI should apply this tag:

   Example: "Apply when the customer mentions they have a fleet of vehicles or that they own a business."

4. Pick the application mode:

   Automatic: The AI will apply the tag whenever it detects the defined criteria.

   Manual: Only you and your team can apply it manually from the panel.

5. (Optional) Assign owners:
   Select team users. When this tag is applied, the conversation will automatically be assigned to them.

6. Save the tag. It's ready to use.

Practical Use Cases

6. Notes

Asynchronous communication between team members:

Leave instructions, observations, or important context for the next operator who handles this customer.

Examples of useful notes:

📝 Juan (14:30): Customer mentioned their max budget is $50k.
   Don't offer higher-end models.

📝 María (15:45): We already sent the quote by email. 
   Follow up on Friday.

📝 Pedro (16:20): Customer owns a fleet of 15 vehicles.
   Potential for an enterprise sale. Notify the manager.

AI Assistant: Your Smart Copilot

Located at the top of the right panel, the AI Assistant goes beyond just replying: it analyzes, suggests, and saves you time.

Assistant Capabilities

Prospect analysis:

• "Is this customer a good sales prospect?"
• "What's their interest level from 1 to 10?"

Information lookup:

• "What budget did they mention two months ago?"
• "How many times have they asked about this product?"

Assisted drafting:

• "Draft a special offer based on their current interests."
• "Write a follow-up message that's professional but warm."

Pattern detection:

• "Does this customer typically respond better in the morning or afternoon?"
• "Have they raised any recurring objections?"

Clear Conversation with AI

The brush icon at the top of the Assistant clears the entire history of questions and answers.

Use it when:

• You completely change topics
• You want to start a fresh analysis
• The previous context is no longer relevant

Shortcuts and Efficient Flows

Recommended Flow for Handling Assistance Requests

1. Review context — Read the automatic summary before stepping in

2. Check history — Verify whether this is a recurring customer

3. Take control — Accept the conversation

4. Reply with the right tone — Use the drafting tools

5. Leave a note — Document what you resolved for the team

6. Return to AI or close — Depending on the case

You've mastered the chat interface! Now you can manage conversations efficiently, take control when needed, and take advantage of every context tool to deliver exceptional service.