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Conversations - Feature Overview

Manage all your customer communications—email, chat, calls, and texts—in one central inbox inside your Webware Workspace.

Wisdom Atangan avatar
Written by Wisdom Atangan
Updated this week

✨ Introduction

The Conversations feature helps you centralize every interaction with your customers. Instead of switching between different platforms for email, chat, phone, and SMS, you can manage it all from one place—saving time and improving response speed.

🧭 Where to find it

In your Webware Workspace, click Conversations in the left-hand menu. You’ll see:

  • Email Inbox – View and reply to customer emails.
    → You can forward any of your existing email accounts (like info@ or sales@) to this inbox. This saves you from managing multiple email logins and lets you handle all email replies in one place.

  • Website Chat – Engage with visitors in real time via your website’s chat widget.
    → Use RIVI AI’s Write for Me feature to draft and polish your replies instantly.

  • Phone – Make and receive business calls directly in the platform.
    → Each call is automatically recorded and AI analyzed, giving you a summary and next steps so you can stay focused on the conversation without worrying about note-taking.

  • SMS Text – Send and receive text messages with customers from the same interface. (This feature is now live.)

💡 Note: Form submissions from your website go to the Forms section—not to Conversations.

🛠️ Key capabilities

  • Central inbox for all customer messages (email, SMS, chat, calls)

  • Email forwarding from your existing inboxes for unified communication

  • Live chat for real-time customer engagement on your website

  • Business calling with call recordings and automatic AI summaries

  • 2-way texting using your business number

  • Conversation assignment so the right teammate can follow up

✨ Built-in AI Support

In every messaging field—emails, live chat, SMS—RIVI AI’s Write for Me tool helps you:

  • Draft or rewrite responses

  • Improve writing or fix grammar

  • Change tone (e.g., Professional, Friendly)

  • Summarize longer messages

  • Continue writing or optimize your reply

✅ Pro Tips

  • Forward shared inboxes to centralize info@, sales@, etc.

  • Use assignment tools to keep communication flowing across your team

  • Leverage AI summaries after phone calls for quick follow-up

  • Chat live with site visitors and reply faster with AI-generated responses

🎯 Next steps

  • Set up email forwarding to Conversations

  • Configure your website chat widget

  • Start making/receiving business calls in the platform

  • Use SMS to stay connected with mobile customers

  • Let RIVI AI support your messaging—wherever you’re typing

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