Conversations
How Inrepli creates, archives, and summarizes Conversations across channels — including session handling, cross-channel continuity, and usage tracking.
Conversations
A Conversation is created when Inrepli receives an inbound message through a connected Channel and the Agent responds.
Conversations store the full exchange between a Contact, the Agent, and any team members who join the interaction. A Contact can have multiple Conversations across different Channels, and each Conversation remains connected to the same Contact record when matching Contact information is available.
Conversation Archiving
Inrepli automatically archives inactive Conversations after a set period. The archive period depends on the Channel and begins after the Contact's most recent message.
| Channel | Conversation archived after |
|---|---|
| Web chat | 30 minutes |
| 24 hours | |
| 7 days |
Archiving closes the active Conversation but does not delete its messages or remove it from the Contact's history. Archived Conversations remain available for review.
A new inbound message after archiving will begin a new Conversation. However, the agent will still maintain all context of the prior Conversation.
Continue on Another Channel
Temporary Channels, such as web chat, may no longer be available after a Contact leaves your website or closes the chat window.
When another verified Contact method is available, the Agent can continue communicating through a different connected Channel. For example, the Agent may continue by email after a web chat session ends.
The new messages remain associated with the Contact, allowing your team to follow the interaction across Channels.
Conversation Summaries
Inrepli creates a Conversation Summary 30 minutes after the last message from the Contact.
The delay allows the Agent to include messages that may arrive shortly after the initial exchange. The summary provides a concise overview of the Contact's request, the information collected, the actions taken, and any next steps.
Conversation Summaries help Account Managers and other Users understand the interaction without reviewing every message.
Conversation Usage
Inrepli measures usage by Agent Conversations rather than by tokens.
Each Inrepli plan includes a monthly Conversation allowance. A Conversation counts toward usage when the Agent responds to an inbound Contact.
When the included monthly allowance is reached, Inrepli automatically adds another Conversation package. Conversations included in a top-up package can be used during the month they were purchased and the following month.
Your workspace usage shows the number of Conversations used, the remaining allowance, and any additional Conversation packages that have been added.