Sales

Conversations: unified contact timeline with AI summary

On a contact or lead, the Conversations panel brings everything that happened with that person into a single timeline: WhatsApp and SMS messages, live chat, emails, calls, meetings and notes. It is grouped by day, and each day can get a short AI-generated summary with the highlights and the next step.

The Conversations panel lives on the contact and lead detail. It creates nothing new: it simply gathers, in one place and in time order, the conversations that already exist across each channel, so you grasp the relationship fast without opening several places.

What the timeline includes

WhatsApp, SMS and live chat messages linked to the contact.
Emails recorded on the contact.
Calls and meetings, with a note when a transcript is available.
Notes recorded on the person.

Items are grouped by day, from the most recent day to the oldest, and within each day in chronological order.

AI summary of the day

Open the contact or lead and go to the Conversations panel.
On the day you want to understand, click Generate summary.
The AI reads that day's conversations and writes a short summary with the highlights and, when present, the next step. The text carries the AI summary badge.

💡 The summary is stored. If the day's content has not changed, opening it again shows the same summary instantly, without spending AI again. When a new message arrives on that day, a note shows the summary is outdated and you can click Refresh summary.

If the AI cannot respond at the moment, the panel shows a clear notice and the summary does not change, so you never see a summary that was not actually generated.

Auto-fill from conversations (with confirmation)

At the top of the Conversations panel there is an AI suggestions block. From the contact's recent conversations, across any channel, the AI suggests record fields to fill (with the current value, the suggested value and the reason) and concrete next steps that become tasks.

Click Analyze conversations. The AI reads the recent history and proposes fields and next steps.
Review each suggestion. Check only what you want to apply, or use Accept all. Nothing is applied on its own.
Click Apply selected. The checked fields are saved on the record and the checked next steps become tasks.

💡 The AI only suggests fields that actually exist on the object: a suggestion for a missing field or with a value the field will not accept is discarded. Your permissions still apply, because saving goes through the same rules as always.

After applying, the block shows an honest report: how many fields were saved, how many tasks were created and, if something went wrong, what was not applied and why. You never see "done" for something that actually failed.

Conversation metrics (service quality)

At the top of the Conversations panel, a compact block shows the service quality indicators for that contact, computed on the spot from the same timeline. It is read-only: nothing is changed and it uses no AI, so it has no cost.

Response time: how long you usually take to reply to the lead (the median highlighted and the average as support) and the inverse, how long the lead takes to reply to you.
Volume: messages received and sent, days with activity, and how many calls and meetings happened.
Attention: how long ago the last interaction was and, if the last message was from the lead with no reply from you, a note that you are "awaiting your reply for X".

💡 To keep response time fair, very long gaps between the lead's message and your reply (over 24 hours) are left out: they count as a new conversation, not a slow reply, so the median is not inflated by weekend or overnight pauses.

Follow-up monitoring

The system watches your open deals on its own and flags when a contact is waiting on you. The Conversations panel shows an attention badge, "Waiting for follow-up for X", in an urgency color, and once a day the owner gets a bell notification (plus a WhatsApp reminder, if a phone is set on the profile) for any case that went past the deadline.

Waiting for reply: the last message was the customer's and nobody replied within the deadline. The ball is in your court.
Deal gone quiet: an open opportunity had no interaction for many days. A follow-up is worth it to re-engage.

The deadlines are the same ones you already set in Settings → Organization: the lead response SLA (in hours) and the re-engagement of idle leads (in days). Set either to 0 to turn off that alert. Deals already won, lost, or paused never trigger a follow-up.

💡 To avoid noise, the same case is not alerted again within 24 hours. A hot contact (high buying signal in the AI analysis) shows with higher urgency, so you can prioritize whoever is closest to closing. The WhatsApp reminder is a courtesy: if it fails, the bell notification still guarantees the heads-up.

AI insights (conversation intelligence)

The AI insights block reads the contact's recent conversations, across any channel, and sums up the sales intelligence: how the person feels, how close they are to buying, and what may block or help the deal. Click Analyze conversations to generate it; the result gets the by AI badge.

Sentiment: the contact's satisfaction on a 0 to 100 score, with a colored badge (positive, neutral or negative) and a short rationale.
Buying signal: the probability of closing, from 0 to 100, read from the tone and content (interest, urgency, budget, objections).
Objections: the contact's hesitations (price, timing, competition), each with the excerpt that evidences it.
Competitors mentioned: the competitor names brought up in the conversations.
Risks and opportunities: short bullets of what may stall and what may accelerate the deal.

💡 The analysis is stored. If the conversations did not change, opening it again shows the same result instantly, without spending AI again. When new content arrives, a note says the insights are outdated and you can analyze again.

The buying signal is a read-only indicator: it appears next to the contact to guide your conversation, but it never changes any prediction or forecast field on its own. If AI cannot respond, the panel shows a clear notice and the previous analysis stays put, so you never see an insight that was not actually generated.

Ask about this contact

The Conversations panel has a box where you ask, in plain language, about that contact's history and AI answers on the spot. It is like talking to someone who read everything that has happened with the person, across every channel.

Type your question, such as "What did they object to?", "What was the last promise?" or "What was agreed in the last meeting?".
Click Ask. AI retrieves the most relevant excerpts from that contact's conversations and answers based on them.
The answer comes with its sources: the date and channel of each excerpt used, so you can check where the information came from.

💡 AI answers only from that contact's recorded conversations. If the answer is not in the history, it honestly says it did not find it, instead of making something up. If there are no conversations recorded yet, it lets you know there is nothing to answer from.

You can also ask the same question through the Sellio Assistant robot: when you are viewing a contact or lead, the assistant already knows which record it is and looks up its conversations to answer, citing date and channel.

WhatsApp capture via companion (optional)

A rep's WhatsApp Business conversations can flow into the timeline through a companion bridge you host yourself: an open-source WhatsApp Web service that pairs by QR code, listens to the messages and sends them to the CRM. The messages land in the same Conversations timeline and go through summary, insights and follow-up like any other channel. It is optional, off by default, and requires your explicit consent.

💡 Important notice: capturing conversations through the WhatsApp Web session is a gray area of the WhatsApp Terms of Service and can lead to the number being blocked. Use a dedicated number, at your own risk. We do not host the WhatsApp session: you point at your own bridge (white label / bring your own). That is why activation only happens after you tick the consent box accepting the risk.

Open Settings → Integrations and go to the WhatsApp capture card.
Set a pairing secret (the shared key). It is stored encrypted on the server and the companion uses it to sign every message.
Tick the WhatsApp Terms of Service consent box and save. Without the stored consent, capture is not activated.
Copy the ingestion URL (which carries your organization token) and configure it, along with the secret, on your companion bridge. Pair WhatsApp Business by QR code.
Activate the card. From then on, each message sent by the companion (signed) enters the matching contact's timeline.

The ingestion URL is secret: the token identifies your organization, so never share it. Only admins manage this card.

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