How to connect scattered inquiries into one conversation.

The channel alone does not tell the full story. Your team also needs to know what was asked earlier, whether a booking exists and which information has already been shared.

Laney brings inquiries from websites and connected channels into one inbox, keeping recent activity and customer records in view.

Routine questions and requests that need judgment call for different responses. Review the AI's guidance and take over when a teammate needs to assess the situation.

AI responses pause during a human handoff. The team can return the conversation to AI afterward, keeping responsibility clear in the same thread.

Conversation states do not erase messages. They help distinguish work that is waiting from inquiries that are resolved.

When a customer follows up, the earlier context remains available. Agree on how your team uses each state so another teammate can understand what comes next.