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Chats & Conversations

One inbox for every conversation. Chats unify SMS, voice calls, web chat, and email into a single timeline—giving your team complete context for every member interaction.

What Chats Do​

Chats are your unified communication hub:

  • Single timeline for all channels (SMS, voice, web, email)
  • Full history with messages, transcripts, and events
  • AI + human collaboration in the same thread
  • Smart routing based on labels and rules
  • Real-time updates as conversations happen

Key Features​

Multi-Channel Threading​

Unlike siloed systems, Gravity Rail keeps all interactions together:

ChannelSame Chat
Web chat✓
SMS✓
Voice calls (transcribed)✓
Email✓

Human Takeover​

Seamlessly transition from AI to human:

  1. AI handles initial conversation
  2. Staff joins when needed
  3. Human has full AI conversation context
  4. Member experiences smooth handoff

Smart Organization​

  • Labels tag chats (Urgent, VIP, Follow-up)
  • Filters create saved views
  • Search finds any conversation
  • Assignment routes to the right person

AI Collaboration​

AI assistants work alongside your team:

  • Respond automatically when enabled
  • Collect data via conversation
  • Escalate on configured triggers
  • Suggest responses for human approval

How It Works​

Any Channel    →    Unified Chat    →    AI or Human    →    Complete History
(SMS/voice/web)    (one thread)        (responds)          (searchable)

A member starts on web chat, continues via SMS, and calls in—all captured in one conversation. Your team sees everything in context.

Common Use Cases​

Use CaseWhat It Enables
Multi-Channel SupportComplete context across channels
Appointment ManagementReminders, confirmations, rescheduling
Sales Follow-UpAI nurtures, humans close
Team InboxShared visibility, clear ownership

Pricing & Limits​

Feature availability and limits are determined by your subscription plan. See the pricing page for details.