Find the order behind an invoice request
Identify the relevant order and amount when a customer asks for an invoice.
Customer Conversations
Manage customer conversations with the context to respond
Customer messages with their order context
Conversations stay linked to the customer and relevant order, with an owner and a next action. Colleagues can read the exchange and its history when helping or taking over. Assign a reply or follow-up task without separating it from the request.
Give your team the information to answer
The conversation owner, customer orders and delivery details are available together. When an answer needs more work, a follow-up task makes the next responsibility clear.
Conversation ownership and response time
Conversation ownership and response time show who handled the customer’s request.
Check the customer’s orders
Review order amounts and statuses while handling a question from the customer.
Assign the next action
Create a follow-up task with a responsible person and a clear deadline.
Delivery information
Check shipment progress and the planned delivery date before replying to the customer.
Follow each request across your customer’s orders
A customer may ask about a delivery, request an invoice and change another order. Each conversation has its own context, history and next action, while your team retains an overview of the customer relationship.
Conversation history
Messages, replies, order updates and follow-up tasks share the same conversation history.
Ask AI for the relevant details
Ask the assistant to summarize the order and conversation before you reply.
See which conversations need action
Review open conversations, their owners, and the next action for each request.
Check the customer’s latest message
Read the latest request and see whether the customer is waiting for you.
Share the context across your team
Keep customer messages, related orders, and follow-up actions together for your colleagues.
Follow up on conversations from your website
Website chats stay with the customer’s information and relevant order. A colleague can take over with the exchange available, and requested changes remain subject to review before they are applied.
Order context for the chat
Review suggestions to connect the chat and assign the right colleague.
Review a requested change
Check the customer’s request before updating the order or asking for details.
Manage WhatsApp exchanges with your business information
WhatsApp messages appear with the customer’s order and delivery details. Your team has the request and current information together when preparing a response.
The message and its order
Find the customer, order, and requested delivery details alongside the WhatsApp message.
Prepare an answer from the order
Use the order’s delivery information to answer the customer’s question accurately.
Keep WhatsApp in the customer’s history
Find the message and the order details together when preparing your reply.
Organize calls and callbacks with your team
Planned calls have an assigned colleague and a reminder linked to the customer or order. The team can see who is calling and when the next conversation is due.
The team’s planned calls
Review scheduled calls by colleague and check which order each call concerns.
Remember to call back
Set the next call reminder directly on the customer’s shared record.
How teams keep customer requests organized
Give each conversation an owner, context, and a clear next step.
Keep customer follow-up clear for everyone
Share conversations, order details, and next actions with the people helping your customers.
Questions about Customer Conversations
Email, WhatsApp, website live chat and calls can be connected to customer information. Your team uses the channels relevant to your business, with follow-up organized in the same workspace.
Explore customer conversations in Enobase
In a 30-minute demo, follow a customer request from the first message to the reply, order update, and next action.
