2. How Converso works
Converso connects your customer channels, business knowledge and team through workspaces. Understanding what belongs to each workspace and what is shared helps you organise your setup and make changes confidently.
Converso components
| Part | Purpose |
|---|---|
| Business | Your account, including billing, contacts and shared settings. |
| Workspace | Brings together channels, members, business hours and agent settings. |
| AI agent | Uses the workspace's knowledge and guidance to respond to customers. |
| Knowledge base | Holds factual sources and can be shared by several workspaces. |
| Channel | Connects customers through webchat, WhatsApp or email where enabled. |
| Conversation | A message thread with its own status and AI or human handling. |
| Contact | Holds a customer's identities, details and conversation history. |
Each workspace has a webchat widget and can connect to one WhatsApp number and, where enabled, one email channel. Use separate workspaces when teams or services need different channels or agent settings, subject to your plan.
Customer conversation flow
A customer sends a message through a connected channel. Converso associates it with a contact and conversation. If the agent is enabled and eligible to respond, it uses the connected knowledge base to answer or hands the request to your team. Your team can review the context, continue in the same thread and close the conversation when finished.
Conversation status and handling
Conversation status and handling are separate. An open conversation can be handled by AI or humans; assigning it to a person does not itself stop AI handling. Follow the handoff workflow when moving between the two.
Knowledge and guidance
Use knowledge sources for facts such as service details, policies and instructions. Use agent guidance for behaviour, such as keeping explanations brief or avoiding jargon.
For example, two workspaces can share the same product information while using different guidance for sales enquiries and customer support. Updating a shared source can affect both agents, so consider every workspace that uses it.
The agent does not automatically retain permanent knowledge from previous customer conversations. Maintain information you want it to use in the knowledge base.
Shared data and access
Some resources and permissions apply across workspaces:
- Contacts and credits belong to the business. Adding a workspace does not create a separate customer directory or credit balance.
- Members access conversations in their workspaces; admins can work across them.
- Knowledge is a business resource. Workspace separation does not make it confidential to one team.
Related guides: Workspaces, Knowledge bases, AI credits.