Overview
TxtCart Conversations (previously Inbox) is a centralized hub for managing all your SMS communications, including both Campaign messages and Abandoned Checkout (Cart Recovery) conversations. This unified inbox helps you track and manage customer interactions efficiently.
Accessing the Conversations
Log into your TxtCart dashboard
Click on "Conversations" in the left navigation menu
Key Features
Message Management
Combined View: Access both Campaign SMS and Abandoned Checkout (Cart Recovery) messages in one place
Message Types:
Abandoned Checkout (Cart Recovery) messages to re-engage abandoned carts
Campaign SMS for marketing communications
Customer Search
Use the search bar at the top to quickly find specific customers
Search by:
Customer name
Phone number
Customer Information Panel
The right sidebar displays two important sections:
1. Customer Details
2. Conversation Details
Escalated Conversations
When TxtCart's AI Agent reaches a situation it shouldn't handle on its own, it automatically escalates the conversation to your Inbox and stops responding. This is your cue to step in.
To find your Escalated Conversations:
Click Conversations in the left-hand menu
Click the filter icon (funnel icon) at the top of the conversations list
Select Escalated from the dropdown
You'll now see all conversations currently waiting for your attention.
The AI escalates when:
It can't find an answer in your Knowledge Base
A customer asks to speak to a real person
A customer reports a damaged, defective, or wrong item
A return, refund, or exchange is requested
A billing dispute or sensitive issue comes up
The customer is still frustrated after multiple attempts
Some escalations happen automatically; abusive language and malicious behavior are flagged and routed to your Inbox instantly, without the AI sending a response first.
To take over an escalated conversation:
Open a conversation with an escalation banner at the top
Review the escalation reason and conversation history
Click Override Conversation to take control
Reply to the customer directly
The AI includes an escalation reason with every handoff so your team has full context, no need to ask the customer to repeat themselves.
The AI will not send any further messages to an escalated conversation until you override it. Don't leave escalated conversations sitting unattended.
Important Notes on AI Interaction
When working with Flow conversations:
Once you intervene in an AI-managed Flow conversation, the AI system will stop responding
These conversations must then be handled manually by your team.
This ensures consistent communication and prevents any confusion between AI and human responses
Best Practices
Regularly monitor the Conversations for new messages
Respond promptly to customer interactions
Use the search functionality to quickly find specific conversations
Review customer details before engaging to provide personalized service
Tips for Efficient Usage
Use the combined view to maintain context across different types of communications
Check conversation details before responding to understand the customer's history
💡Tip:
Need Help? We're Here For You!
Our dedicated support team is always ready to assist you with any questions or concerns. Reach us through support@txtcart.ai or via live chat.