AI inbox management
One inbox forcustomer messagesacross your locations.
Connect Messenger, Instagram, WhatsApp Business, and website chat. AI uses each location's published knowledge to draft or send replies, while staff handle exceptions and qualified inquiries.
Four customer channels Knowledge scoped by location Three reply modes
Hospitality operation
Connect
Connect your locations
Channel routing
Orchard Road
Tiong Bahru
Messenger
East Coast
WhatsApp Business
Downtown
Website live chat
Across the operationInboxes ready
Supported channels
Meet customers wherever they choose to message.
Instagram Direct
WhatsApp Business
Website live chat
Shared inbox by location
Route four customer channels through one queue.
Assign each channel to a location, publish the information AI may use, and keep staff ownership visible when a conversation needs a person.
Sample inbox
Four channels in one queue
Connect Facebook Messenger, Instagram, WhatsApp Business, and website chat. Search, assign, route, and review conversations without switching provider inboxes.
All locations
One operational queue
Maya Ross
Daniel Cho
Messenger
Priya Shah
Alex Morgan
Website chat
Search & filterTeam assignmentLocation routing
AI assistance
From reviewed drafts to automatic answers
Set team-only, reviewed-draft, or automatic reply mode independently for each location.
Can I check in before 2 PM?
Early check-in depends on availability. I can ask the front desk to confirm.
Grounded answer
Knowledge by location
The right answer for each location
Share company-wide information and add local details wherever hours, services, or policies differ.
Check-in policyAll locations
Breakfast hoursOrchard Road
Escalation policyEnforced
Reply mode by location
Choose how AI participates at each location.
Begin with staff replies. Switch on reviewed drafts after publishing location knowledge, then enable automatic replies only where answers and handoff rules have been tested.
Consolidate
Unified inbox
Bring social, WhatsApp, and website conversations across locations into one workspace. Your team handles every reply.
Team repliesAssist
AI drafts
AI prepares answers from published knowledge. A teammate reviews, edits, and sends each response.
Review firstAutomate
Controlled replies
AI answers eligible inquiries within your limits and hands over whenever a person is needed.
Auto + handoverApproved knowledge
Answers based on published business information
Write business information and Q&A directly, upload files, or ingest selected website pages. Turn important rules into policies, then share sources across the workspace or scope them to specific locations.
- Q&A, business text, instructions, and policies
- PDFs, documents, spreadsheets, text, HTML, and images
- Website crawls or individually selected pages
- Workspace-wide or location-specific sources
Published knowledge
Sample sources · Four supported source types
Q&A
Can I check in before 2 PM?
Approved answer with alternate questions
Policy text
Escalation and handover policy
Enforced rule for sensitive requests
File upload · PDF
Guest services guide.pdf
Services, amenities, and arrival information
Website page
Breakfast and dining
orchardroad.example.com/dining
Source methodsQ&A · Text & policies · Files · Websites
Automatic replies outside business hours
Answer questions covered by published knowledge while the team is offline.
Locations with automatic replies enabled can answer from published knowledge and hand off questions that fall outside their rules.
4
Connected channels
Facebook · Instagram · WhatsApp · Web
AUTO
Outside-hours replies
When automatic replies are enabled
32
Response languages
Plus automatic language detection
3
Reply modes
Team-only, AI drafts, or automatic
Language-aware by defaultAuto-detect the customer's language or set one consistent response language.
Industry examples
Choose which questions AI may answer and which need staff.
Review sample questions, knowledge, handoff rules, and lead fields, then map the same decisions to your locations.
Industry example
A starting point for hospitality
Answer stay questions across properties while keeping front-desk exceptions with people.
Property-specific guest information
Arrival and amenity questions
Front-desk escalation
After-hours coverage
Customer inquiry
Instagram · Hospitality example
Today
Can I check in before 2 PM?
Early check-in depends on availability. I can note your arrival time and ask the front desk to confirm.
Answered using Check-in policy
The response uses the information and rules configured for the customer's location.
Your team can review or take over at any time.
Reply to customer...
Add attachment
Set up the workflow
Configure each location before enabling automatic replies.
01
Connect
Bring social, WhatsApp, and website conversations into Convo.run.
02
Organize
Assign channels, knowledge, teams, and operating hours to the right location.
03
Control
Start team-only, introduce AI drafts, and automate only where your policy allows.
04
Improve
Review answers, test changes, and publish updated agent configurations.
Conversation access and file handling
Scan attachments and limit access by workspace and location.
Incoming and outgoing attachments stay blocked until scanning succeeds. Authenticated workspace membership controls conversation access, while location assignment determines settings and knowledge.
Malware-scanned attachments
Unsafe incoming or outgoing files stay blocked.
Workspace access
Conversation access requires authenticated membership in the workspace.
Human control over AI
A teammate can take over and review what happened.
Test one location first
See how Convo.run handles your customer questions.
Bring one channel, one location's published information, and examples of questions that should be answered or handed to staff.