Every conversation with an owner,
context and a next step
AI and your team handle WhatsApp customer service and calls on one screen, with a summary of every chat.
Whoever takes over already knows what happened, so the customer never repeats.
Every conversation, from every team, on one screen
Support, sales and customer success share the same desk. Filter by inbox, funnel and team, and see at a glance what the AI is handling, what is yours and what needs someone now.
7 conversations
Click the filters: the list changes just like in the product.
- Who's on it, without askingEvery conversation shows whether it is with the AI, a person or nobody, plus its funnel and stage.
- Filters built for the teamMine, AI, Needs attention and Unassigned separate your work from what the AI is already solving.
- Inbox, Table or KanbanThe same conversations as a list, a table with the columns you choose, or columns by funnel stage.
Every handoff between AI and people is logged in the conversation
The AI answers, solves what it can and passes to the team when needed. Whoever takes over sees on the timeline what the AI did, why it handed off and what the customer already said. Then they hand it back to the AI with a direction.
- Replying takes over the conversation and pauses the AI, no extra button
- If the AI was typing at that moment, its reply is discarded
- Every handoff becomes an event in the chat: "The AI handed the conversation to Rodrigo"
- With Resume AI and send message, you set the focus and the AI writes with the full history
The AI listens to audio and calls, and understands photos and documents
Nobody has to stop to listen to a two-minute voice note. The AI transcribes every audio, identifies what shows up in photos and documents and uses it in the reply. Whoever takes over reads everything in the conversation, without opening file after file.
- Transcript right below the voice note, readable in seconds
- Photos described: the damaged product, the car, the screenshot
- Documents recognized: invoice, driver's license, proof of address, school transcript
- What the AI understood goes into the conversation summary and the next step
Open a conversation and understand the customer in seconds
The AI reads the whole conversation, including voice notes, photos and documents, and writes the interaction summary. With the ideal customer profile set on the funnel, it also gives temperature, sentiment, score and a qualification per criterion, with the reason behind each rating.
- Interaction summary always ready, even without a customer profile set
- Temperature, sentiment and a 0 to 100 score on every conversation
- BANT qualification with the AI's reasoning on each criterion
- The same data becomes filters and columns in the conversations Table
AI and team in sync, inside every conversation
What people know becomes context for the AI, and what the AI does stays visible to whoever is handling the chat. Three parts of the desk take care of that exchange.
Hand back to the AI with a direction
In Resume AI and send message, you set the focus in one sentence and the AI writes the next message with the conversation's full history.
Rate every AI reply
A 👍 or 👎 on any AI message, with a reason when something went wrong. The team sees the rating instantly, and the reason goes to Nuvia to review with you.
Align with the team without the customer seeing
Internal notes show up in yellow in the middle of the conversation and stay saved on the contact, even after the conversation is resolved.
Every new conversation lands with someone, no manual routing
Conversation distribution hands each conversation to whoever is available, by presence or by workload. Urgent priority jumps to the top of the list, and the conversation owner stays the same when the agent changes.
- Five rules: by availability, active only, active and away, least busy and even split per stage
- One rule for the whole company or a custom rule for each team
- Automatic presence: online, away after 5 idle minutes, offline
- Owner and agent kept apart: the salesperson follows up, whoever is free replies
Call without leaving the conversation
The call button sits in the conversation itself, with the history on screen. You choose who makes the call, and it goes into the same history, recorded and transcribed.
I call
You call from the browser, with everything the customer already said in view.
The agent calls
The voice agent makes the call and logs the result in the conversation.
The agent calls and I join
Listen, talk to the customer or take over the call whenever you want.
Can you call me tomorrow morning?
This conversation records a call with the contact. Transcribed speech appears here.
Everything customer conversations need, on one screen
The features your team uses every day, without leaving the conversation or opening another tool.
Quick replies with variables
Save a message once, with variables and attachments, and use it in any conversation by typing /. If the contact's name is missing, a fallback goes in or sending waits: the customer never gets a blank field.
Audio, images and PDFs in the chat
Send and receive media without leaving the desk and open PDFs right on screen. The AI transcribes voice notes and describes photos and documents.
Transfers with full history
Pass the conversation to another person or a team. The history goes with it and the customer never notices the switch.
Priority and Needs attention
Urgent goes to the top of the queue. When a customer replies to a conversation a person is handling, it gets the Needs attention mark instantly.
Inbox, Table and Kanban
Answer from the list, review and export from a table with the columns you want, or drag the conversation to another stage in Kanban.
Full conversation as PDF
Create the complete record of a conversation, in order, showing who said each message.
WhatsApp on the phone and in Nuvia
With coexistence, the same number works in the WhatsApp Business app and in the desk, with messages in sync.
24-hour window in sight
The desk warns when the WhatsApp window is about to close and suggests the approved template to restart.
Connected to the rest of your operation
Contacts synced with HubSpot and RD Station, plus API, webhooks and MCP to take conversations wherever you need.
One-click calling
Call the contact straight from the conversation, in the browser. The recording and transcript stay in the history.
A record of every conversation
Time to first reply, handoff wait time and handling time on every conversation, with the last 90 days exportable to a spreadsheet.
See your service numbers in Pipeline and DashboardsSee how email lands in the inbox
When everyone answers, nobody knows who did
Three people on the same WhatsApp and an AI replying in between. One customer gets two answers, another gets none, and when someone goes on vacation the history leaves with them.
Scattered service
- Everyone checks their phone to find out who spoke last
- The AI and the team reply to the same customer at once
- Whoever takes over asks everything again, and the customer retells the story
- Managers only know what happened when they ask for a screenshot
- Important conversations stall and nobody notices
With Nuvia Conversations
- Every conversation shows who is handling it right now, AI or person
- When you reply, the AI pauses in that conversation on its own
- Whoever takes over reads the AI summary and picks up where it stopped
- The whole team works on one screen, with the full history
- Anything that needs a person shows up in Needs attention
Questions about Conversations
What is a multi-agent WhatsApp service platform?
It's one screen where several people and AI agents handle the company's WhatsApp, with an owner and a history for every conversation. At Nuvia, this desk is called Conversations and shows each customer's summary and analysis in the same place.
How can several agents use the same WhatsApp number?
Connect the company number to Nuvia: people and AI agents then reply from the same WhatsApp. Conversation distribution splits the work with five rules based on presence or workload, for the whole company or for each team.
Which channels come into the Conversations desk?
WhatsApp, through the official API and WhatsApp Business, LinkedIn, webchat, email, SMS, RCS and phone calls. Each conversation shows the channel it came through, with the contact's full history alongside.
Can I call a customer from Nuvia?
Yes. With one click in the conversation, you call from the browser, or ask the voice agent to call, and the call is recorded and transcribed in the history.
Does the call stay in the contact's history?
Yes. The recording and the transcript go into the same conversation as the messages, and the contact summary already includes what was said on the call.
How do I know if a conversation is with the AI or a person?
The Handled by field shows the AI agent or the person's name, in the list and at the top of the conversation. The AI, Mine and Unassigned filters separate each group.
How do I hand a conversation from the AI to a human?
Someone on the team just replies: the conversation moves to that person and the Smart Funnel agent pauses there. The switch is silent for the customer, and to hand it back you use Resume AI.
Where do the summary, temperature and score come from?
The AI generates them from the conversation. The summary is always available, and temperature, sentiment, score and qualification appear when the funnel has an ideal customer profile set up.
Does the AI transcribe WhatsApp voice messages?
Yes. The AI transcribes voice messages and identifies what appears in photos and documents, such as invoices, IDs or receipts. That content goes into the AI's reply and the conversation summary.
Can I talk to my team without the customer seeing?
Yes. The internal note stays inside the conversation, in yellow, and the contact never receives it. It stays saved in the contact's history after the conversation is resolved.
What happens to a resolved conversation?
It leaves the queue and stays in the contact's history. If the customer writes again, a new conversation starts with the previous history at hand, and conversations with no activity for 30 days are resolved automatically.
Can I see customer service metrics?
Yes. The customer service dashboards show volume, distribution, average handoff time and performance per agent, with the AI and the team side by side.
Is Conversations included in every plan?
Yes. The Conversations desk is part of every Nuvia plan.
Put the AI and your team on the same screen
We'll show you the desk with your operation's conversations: who is handling each one, what the AI already solved and what needs someone now.