AI agents
Can the AI agent handle a conversation from start to finish, with no one from the team?
Can the AI agent handle a conversation from start to finish, with no one from the team?
Yes. With Allow closing conversation enabled, the agent closes the conversations it resolved. When the conversation requires negotiation or a decision, it transfers to the team through the Transfer to Team skill.Hybrid service →
How do I know the AI is handling a conversation?
How do I know the AI is handling a conversation?
There are three signals. In the side panel, the Conversation tab shows the AI Agent field. In the list, a sparkle icon next to the name indicates Hybrid conversation (user + AI) when the conversation has a team member and an agent at the same time. In the open conversation, the message box is replaced by the AI Agent Active notice with the Take Over button. The AI filter in the list shows the conversations handled by the AI.
Can I write to the customer while the AI is handling the conversation?
Can I write to the customer while the AI is handling the conversation?
No. While the agent is handling the conversation, the message box is locked to prevent two replies at once. Click Take Over, add a reason if you want, and confirm. From then on, the conversation is yours.Hybrid service →
How does the team know what the AI already discussed with the customer?
How does the team know what the AI already discussed with the customer?
Every AI message stays in the conversation history, marked with the sparkle icon. Configure the Add Note skill so the agent leaves a summary before transferring. Notes appear in the history and in the Conversation tab of the side panel.Configure skills →
After the team takes over, can I hand the conversation back to the AI?
After the team takes over, can I hand the conversation back to the AI?
Yes. Use Handoff to AI at the top of the conversation and choose an active agent. This is useful for the AI to collect documents, confirm data or close the conversation after the human part.Hand off to the AI →
How do I know whether the AI is answering well?
How do I know whether the AI is answering well?
Test it with Test Agent before linking it to a channel. Then open conversations in the 360° View and use Generate AI analysis, which scores the conversation and suggests adjustments.360° View and AI analysis →
Channels
Does BluBash only work with WhatsApp?
Does BluBash only work with WhatsApp?
No. WhatsApp is the main channel, through the WhatsApp Business API or WhatsApp Lite, but you also serve customers on Instagram Direct and on your website’s Webchat. Every conversation lands in the same inbox. Telegram and Email appear as Coming soon.Create a channel →
Can I start a conversation on Instagram or Webchat?
Can I start a conversation on Instagram or Webchat?
No. Instagram and Webchat are receptive-only channels: the conversation starts when the contact sends a message. On the Start New Conversation screen, these channels are marked Receptive only.Configure Instagram → · Configure Webchat →
Why can't I send a free-form message on WhatsApp?
Why can't I send a free-form message on WhatsApp?
On the WhatsApp Business API, Meta only allows free-form messages up to 24 hours after the contact’s last message. Outside that window, or when the contact has never written, you must send an approved template. BluBash shows the notice and the Choose template button. This rule does not apply to WhatsApp Lite.Send a template →
Why can't I reply on Instagram?
Why can't I reply on Instagram?
Instagram only allows replies within 7 days of the contact’s last message. After that, BluBash shows You can’t send messages right now and you need to wait for a new message from the contact. Internal notes remain available.
Does someone serving on another number see the conversation from the first number?
Does someone serving on another number see the conversation from the first number?
No. Each channel has its own conversations. Someone serving on another channel sees the contact, the deal, the stage history and the deal notes.One number or several? →
Service
Why do I need to click Assign to me before replying?
Why do I need to click Assign to me before replying?
Pending or Transferred conversations do not have anyone actively working on them yet. When you click Assign to me, the conversation becomes yours and the message box is unlocked. This prevents two people from replying to the same customer.
How do I get a conversation that already has another assignee?
How do I get a conversation that already has another assignee?
Ask the assignee to transfer the conversation to you with the Transfer button, choosing the team and your name. Managers and Administrators can also redistribute the team’s conversations.Transfer a conversation → · Roles and permissions →
How do I pass on context when transferring a conversation?
How do I pass on context when transferring a conversation?
Before transferring, add an internal note with a summary of the case and fill in the transfer Reason field. The customer does not see internal notes, and whoever receives the conversation starts out knowing what happened.Internal notes →
I replied to the customer. Do I close the conversation or leave it open?
I replied to the customer. Do I close the conversation or leave it open?
If the subject is resolved, close it. Each conversation should represent one subject. Leaving conversations open without need distorts the team’s SLA and resolution time. The exception is ongoing follow-up, where the customer writes frequently about the same process.Close a conversation →
I closed a conversation by mistake. What now?
I closed a conversation by mistake. What now?
A closed conversation does not become active again. Open the conversation and click Start new conversation to talk to the contact again on the same channel. On receptive-only channels, such as Instagram and Webchat, wait for the contact to write again.
Do messages received outside business hours count toward my time?
Do messages received outside business hours count toward my time?
Configure the Team Calendar with the real working hours, holidays and exceptions. It is the team’s reference for business hours in time metrics.Create and configure teams →
Can I react to the customer's message with an emoji?
Can I react to the customer's message with an emoji?
Not yet. You can see the reactions the customer adds to messages, and you can use emojis in the text of your reply.
Pipelines and deals
Do I need to transfer the conversation to schedule a meeting with someone else?
Do I need to transfer the conversation to schedule a meeting with someone else?
Not necessarily. Set that person as the deal owner and move the deal to the meeting stage. They will find the deal in the Pipeline’s Mine view. The conversation only needs to be transferred if that person will talk to the customer through it.
Are deal moves recorded?
Are deal moves recorded?
Yes. Every stage change stays in the deal history, with its date, as do the win or loss and its reason.
Can I move a deal to another Pipeline?
Can I move a deal to another Pipeline?
You can, but the source Pipeline loses the record of the result. When one area finishes and another begins, use derivation: the deal is marked as won in the source and a new deal is created in the destination.Derivation between Pipelines →
How do I handle an unqualified lead?
How do I handle an unqualified lead?
Mark the deal as lost and choose the matching reason. Do not create a stage for it.Won, lost and reasons →
Can a contact have more than one open deal?
Can a contact have more than one open deal?
Yes. Each deal lives in its own Pipeline, with its own stage, value and owner. On the contact and in the conversation’s Deals tab, you see all of them at once.
Does the AI agent create deals on its own?
Does the AI agent create deals on its own?
Not yet. The agent serves, qualifies, adds notes and applies tags. The deal is created by the team member in the Deals tab of the conversation panel.Deals →
Reports and quality
Can I see each team member's performance?
Can I see each team member's performance?
In the Conversations report, filter by member to see each person’s conversation volume and status, and open each conversation in the 360° View. The Performance & Quality report, with times, SLA and satisfaction per team member, is coming soon.Reports & Insights →
Do team members see the AI analysis of their own conversations?
Do team members see the AI analysis of their own conversations?
No. Reports and quality analyses are available to Managers and Administrators. Share improvement points with the team member in a one-on-one conversation.360° View and AI analysis →
Does the AI analysis replace a legal data-protection review?
Does the AI analysis replace a legal data-protection review?
No. The analysis flags possible risks in how personal data is handled in the conversation, such as asking for a tax ID without recording consent. It is an alert for the manager to review, not a legal opinion.