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AurionAI

Start a new conversation

3 min readBy Emmanuel Yazbeck

Who sees this: Inbox — profiles Helpdesk and AI Voice + Helpdesk. Roles: Agent, Supervisor, Admin and Owner. Only Supervisor, Admin and Owner can choose who gets the new conversation. Read-only users cannot start conversations.

Start a conversation yourself when a request reaches you outside the inbox, for example by phone or in person. You first identify the person, then describe the request.

Prerequisites

  • Your organization uses the Helpdesk or AI Voice + Helpdesk profile.
  • Your base role is Agent, Supervisor, Admin or Owner.
  • You know at least one detail about the person: an email address, a phone number, a name or a client ID.

Steps

  1. Open Inbox and select New Conversation at the top of the list. The window New Conversation opens.
  2. Identify the person. Type what you know in Email, Phone, First name, Last name or Client ID. Matching contacts appear below the fields.
  3. Select the right contact in the list. You can also use the arrow keys and press Enter. The fields lock, and the column at the right shows the contact's details, their open conversations and their recent conversations.
  4. If no contact matches, select + Create new contact. See Create a contact.
  5. Fill in the request. The fields come from a form that your administrator sets up. Read Forms (Help Center and embeds). Subject and Description are always required.
  6. Optional: when the description has at least 20 characters, select Suggest with AI. AurionAI fills empty fields, such as the priority or the category, from your description. Check every suggested value.
  7. Supervisor, Admin and Owner only: in Assignment, choose a team or a person.
  8. Select Create.

The New Conversation window with the fields to identify the person

To pick another person after you selected one, select Change caller.

Create a contact

  1. Select + Create new contact. The section Create new contact opens with what you already typed.
  2. Fill in First name and Last name. Both are required. Add Email, Phone and Client ID if you know them.
  3. Select Create in that section.

If a contact with the same email address or phone number already exists, AurionAI says so and offers a button to use that contact instead. Select it.

Result

The message Conversation created appears and the new conversation opens. Your description is its first message. Creating the conversation does not send anything to the person. To write to them, reply in the conversation. Read Reply by email.

If something goes wrong

  • New Conversation is missing. Your role cannot start conversations. Ask your administrator.
  • The message Contact is required appears. Select a contact, or create one, before you select Create.
  • The form fields are grey. Identify the person first. The form opens when a contact is selected.
  • Suggest with AI stays grey. Write a longer description: at least 20 characters.
  • The message No suggestions appears. Add more detail to the description and try again, or fill the fields yourself. AI never replaces a value you already entered: clear a field if you want a suggestion for it.
  • The box Form was updated appears. Your administrator changed the form while you worked. Select Close and start again.
  • You close the window and a question asks you to confirm. You typed something. Select Keep editing to go back, or Discard to lose it.

Still stuck? Submit a request or .