Conversations

The OneReach.ai platform has been created to have conversations, may it be a Voice, Slack, or SMS conversation, so no wonder a lot of entities operate under that word. There are, however, two general approaches to defining the term Conversation.

A Conversation is:

1. A collection of any data required for actually carrying out a call or sending/receiving messages. Many toolkits have a Conversation settings section that you need to adjust for your Flow to work. The information required includes Merge field data that stores the details used by other Steps, like phone numbers or session IDs. These data pieces are stored in the system until the session is active and die along with the session when it reaches its end.
2. A session in the HITL service. The session is a set of events produced by Steps in one or more Flows. HITL collects all events and displays them to an agent. The sessions are attached to specific accounts. One account can contain several HITL sessions. These sessions are stored in the system for a long time and are compiled on the client's side (in their account).