Linked conversations
Keep messages attached to the business object they concern.
Customer communications
Keep customer questions connected to the right business
OfferAgent keeps customer questions, seller replies, internal notes and delivery events in a conversation linked to the relevant quote, case, customer or campaign. The work queue signals unread customer activity, while message type and visibility remain explicit, helping the team reply with context without exposing internal notes or confusing delivery with read status.
The conversation belongs with the business
Questions lose urgency and context when they are scattered between inboxes and personal notes.
How it works
- 01
Receive a question
Customer activity enters the linked conversation.
- 02
Surface it in the queue
Unread activity becomes a prioritized work signal.
- 03
Open the context
See the customer, quote and ordered message history together.
- 04
Reply or note
Choose a customer-visible reply or an internal note explicitly.
Product proof: one ordered conversation
The communication workspace uses explicit message types, unread state and linked objects.
Prerequisite: Requires CommunicationHub access; external delivery also requires a configured provider.
Customer communicationsProduct flow
- 1Customer question unread
- 2Seller reply sent
- 3Internal note private
Open the signed-in product workspace
Sign-in and the correct plan are required. This link is not a public demo.
What this capability supports
Unread signals
Show customer activity that still needs a response.
Visibility types
Separate customer messages, seller replies, internal notes and system events.
Delivery audit
Track provider delivery separately from whether a recipient has read the content.
Prerequisites and clear boundaries
OfferAgent states what the capability does and what still requires configuration, permission or a human decision.
- OfferAgent is not a full replacement for every mailbox.
- Internal notes are never delivered to the customer.
- External channels are active only after their recipient-aware adapter, sender, consent and retention policy have been verified for the account.
Frequently asked questions
Can customers ask questions from a quote?
Yes. Public quote questions are linked to that quote's conversation.
Can colleagues write private notes?
Yes. Internal notes have a distinct type and are visible only inside the account.
Does delivered mean read?
No. Delivery and read activity are different states and are shown separately when evidence exists.
Can AI send replies automatically?
AI may draft text when enabled, but a seller reviews and sends the reply.