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Documentation Index

Fetch the complete documentation index at: https://docs.closethecall.com/llms.txt

Use this file to discover all available pages before exploring further.

The Conversations page is your unified inbox for every text-based conversation with your customers. SMS, WhatsApp, Web Chat, and Email threads all appear here — so you never have to check multiple apps. Open it at app.closethecall.com/conversations.

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Five Channels, One Inbox

SMS

Customers who text your AI number get automatic replies. The AI handles FAQs, booking requests, and lead capture — just like a phone call, but over text.

WhatsApp

If your business has WhatsApp Business connected, incoming messages are handled by the same AI and appear in the same inbox.

Web Chat

The chat widget on your website creates conversations here too. Visitors can ask questions, book appointments, and become leads without picking up the phone.

Email

Inbound emails to your AI address are answered by the same AI brain. Replies land in the customer’s normal inbox. See the AI Email Replies dedicated guide.

Voice (read-only)

Phone call transcripts appear as conversation threads so you can see the full history with each customer across every channel.

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The Conversations List

The left panel shows all conversations, similar to a messaging app. Each entry shows:
  • Customer name (if known) or phone number
  • Last message preview
  • Timestamp of the most recent message
  • Channel badge (SMS, WhatsApp, Web Chat, Email)
  • Status — Active, Escalated, or Closed
Click any conversation to open the full message history on the right.

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Channel Filters

Use the filter buttons at the top to show only certain channels: All, SMS, WhatsApp, Web Chat, or Email.
Use the search bar to find a specific customer by name, phone number, or message content.

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Quick Actions

Four actions are available at the top of every conversation:

Call

Call the customer back through your AI number with one click.

Email

Send a follow-up email from your business address.

Text

Send an SMS from your AI number (even if the original conversation was on a different channel).

Escalate

Flag the conversation for human attention. Triggers an owner alert via SMS and email.

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Escalation Flow

When you or the AI escalates a conversation, the owner and team members are notified immediately. Escalated conversations appear with a red badge in the list so you can spot them immediately. What triggers escalation:
  • You click the Escalate button manually
  • The AI detects it can’t answer a question (auto-escalation)
  • The customer asks to speak to a real person
  • Negative sentiment is detected in the conversation

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SMS Auto-Reply Toggle

SMS auto-reply is the core feature powering text conversations. When enabled:
1

Customer texts your AI number

They text something like “Hi, do you do emergency plumbing?”
2

AI reads and replies

The AI uses your knowledge base to generate a helpful reply and sends it from your business number.
3

Conversation continues

The customer can reply, and the AI responds again. It’s a natural back-and-forth — the customer usually can’t tell it’s AI.
4

Lead is captured

If the customer provides their name or asks about a service, a lead is created automatically.
You’ll see an SMS Replies toggle at the top of the Conversations page. Make sure it’s turned on for auto-replies to work.

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Human Takeover

Sometimes you need to step in and reply as yourself.
1

Open the conversation

Click the conversation you want to take over.
2

Type your reply

Use the message input at the bottom. Type your message as you normally would.
3

Send

Click Send or press Enter. The AI pauses automatic replies for this conversation.
When you send a manual reply:
  • The AI stops auto-replying to this specific conversation
  • The conversation is marked as “human-managed”
  • You can hand it back to the AI by clicking the Resume AI button
The customer sees messages from the same number — they won’t know the difference between AI and human replies. Keep your tone consistent.

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AI Email Replies

Your AI can also handle inbound emails using the same knowledge base it uses for calls and texts. Customers email your AI address, the AI reads the message, and sends a helpful reply — the customer sees it in their normal inbox. For full setup instructions, anti-spam safeguards, and configuration details, see the dedicated AI Email Replies guide.

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Right Panel — Customer Info

When you open a conversation, the right panel shows:
  • Name and phone number
  • Email (if provided)
  • Lead status (New, Contacted, Quoted, Booked, Won, Lost)
  • Lead temperature (HOT, WARM, COOL, COLD)
  • Previous calls — links to call recordings
  • Appointments — upcoming or past bookings
  • Notes — add your own notes to the customer record
The customer info panel pulls from your Lead Board. Updates sync both ways.

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SMS Opt-Out (STOP Keyword)

When a customer texts STOP, all automated SMS messages to that number halt immediately. This is a legal requirement (TCPA in the US, PECR in the UK). The customer must text START to opt back in.
What happens when someone texts STOP:
  • All automations stop sending to that number
  • The conversation is marked with an “Opted Out” badge
  • Manual SMS shows a warning that the customer has opted out
  • The AI will not send automatic replies to that number

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WhatsApp Support

WhatsApp works the same way as SMS — the AI reads incoming messages and replies using your knowledge base. To enable:
  1. Connect a WhatsApp Business account to your phone number
  2. Configure the incoming webhook (your account manager can help)
  3. WhatsApp messages appear alongside SMS and Web Chat in the Conversations page

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Web Chat Widget

The Web Chat widget is installed on your website. Conversations from it appear here in your inbox. To set up the widget, go to Chat Widget in the sidebar. See the Chat Widget setup guide for instructions.
Yes. AI messages show a small “AI” badge. Your manual messages show your name.
No. Unlimited conversations. The only limit is your plan’s SMS allowance for outgoing texts.
The AI replies 24/7. If you have after-hours settings configured, the AI mentions your hours and offers to book an appointment for the next available time.