What happens when a customer messages me?

A customer's message lands in your Inbox the moment it arrives, on WhatsApp, Telegram, SMS, email, Instagram, or Facebook Messenger — see Unified inbox for how conversations, filtering, and assignment work there.

If that channel is connected with the receptionist purpose and the AI receptionist is enabled for your business, Nassima reads the new message together with the full conversation history, works out which tools the request needs, and drafts a reply.

Because it's the same conversation, customers can also ask Nassima directly, in their own words, for things like a booking or a quote — for example, "Can you book me in for a haircut Thursday at 2pm?" See AI-powered automated replies and AI receptionist for the fuller picture of what it can do inside a conversation.

Anything with a real consequence, like booking, quoting, sending a cross-channel message, or generating a payment link, is never sent without the customer confirming it first — see Action consent for how that confirmation step works.

Once the reply, and any confirmed action, is ready, Nassima sends it back to the customer on the same channel they used.

If the request is something Nassima genuinely cannot handle, it stops instead of guessing and notifies your team so a person can pick it up — see Human escalation for how that handoff works.

To use this, you need:

• A messaging channel connected with the receptionist purpose
• The AI receptionist enabled for your business

You don't have to watch every channel yourself — Nassima reads the message, checks with the customer before acting, and only pulls you in when a person is genuinely the right call.