레이니레이니

AI inbound messaging

AI answers customer messages in web chat and connected messaging channels using Entity content, prompt templates and permitted tools.

Acceptance

Test message reception, languages, operating hours and answers for each messaging channel. Verify tool results and recorded staff handoffs.

Boundary

Handles customer-initiated text conversations. AI inbound calling handles incoming calls; AI outbound calling handles calls initiated by the organization. Template message delivery is separate.

Diagnose message reception and AI replies

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If no message arrives, confirm the customer channel and connected account.

Starting conditions and inputs

Identify one missing or incorrectly answered inquiry.

Values for this task

entry_url, account_id, external_message_id, conversation_id, symptom, account_url, test_conversation_url

Command sequence

text
open "$entry_url" && snapshot -i
click "$conversation_row" && snapshot -i
get text body
open "$account_url" && snapshot -i
get text body
# Outside browser: The operator fixes the identified cause. The test customer retries with a different unique probe.
open "$test_conversation_url" && snapshot -i
get text body
Ref targets and expected results
#Command / refTarget and verification
1click $conversation_rowAffected conversation
2get textRead source message, external customer ID and time.
3openMatching channel account
4get textCompare platform, account and organization mapping.
5Outside browserThe operator fixes the identified cause. The test customer retries with a different unique probe.
6openConversation for the new test
7get textIdentify and check this new inquiry and response.

Check the result

Arrival and external reply correlate to the new inquiry.

Resuming after interruption

Read the same source IDs again. Check organization and time range before treating an empty result as missing data.

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Check reception

If no message arrives, confirm the customer channel and connected account. Compare permissions, webhook setup, and connection status with your contact. Test reception from another controlled customer account.

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Check reply delivery

If reception works but no reply arrives, check whether staff controls the conversation. Separate AI response generation from provider delivery. Resolve channel response restrictions or account permission errors first.

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Check response content

Check the source Entity and language for incorrect facts. Confirm the prompt applied to the account. Edit Entities for facts and prompts for behavior or tone.

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Repeat the test

Repeat the same question with the same test customer. Record before-and-after conversation IDs, times, and results. Include this evidence in support requests if the problem persists.

Related tasks

Test AI inbound messaging

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Choose the connected messaging account and organization.

Starting conditions and inputs

Verify the channel connection and prepare text unique to this test.

Values for this task

entry_url, account_id, external_customer_id, probe_text, expected_reply, expected_reply_fragment

Command sequence

text
open "$entry_url" && snapshot -i
# Outside browser: A test customer sends a unique probe through the prepared channel. Record customer ID and send time.
snapshot -i
click "$conversation_row" && snapshot -i
get text body
wait --text "$expected_reply_fragment" && get text body
# Outside browser: The test customer checks actual receipt of this response in the external channel.
Ref targets and expected results
#Command / refTarget and verification
1Outside browserA test customer sends a unique probe through the prepared channel. Record customer ID and send time.
2click $conversation_rowInbound conversation for that customer and account
3get textCompare probe text and reception time.
4waitWait for the response text.
5get textCompare the response with customer and Entity information.
6Outside browserThe test customer checks actual receipt of this response in the external channel.

Check the result

The expected reply reaches the same customer thread; an internal message alone is insufficient.

Resuming after interruption

Check the original request ID and outcome first. Do not resubmit while its result remains unknown.

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Choose a connected channel

Choose the connected messaging account and organization. Authentication accounts such as Kakao Login differ from receiving accounts. Prepare a test customer account and a device for checking replies.

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Send a customer message

Send the first message from the customer channel. Check its arrival in the Laney inbox, then check the AI reply in the customer channel. Verify reception and reply delivery separately.

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Check language and facts

Send representative questions in each supported language and compare answers with Entity facts. Check prices, hours, and booking conditions. Confirm that missing information is not invented. Keep questions and responses for comparison.

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Test staff takeover

Have a staff member take over and reply. Check that AI does not duplicate the staff response. Return control to AI when finished. Check messages received during the handoff.

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Compare the conversation

Compare the customer, channel account, message order, and delivery results. Check for incorrect cross-channel identity matches. Observe first-response time and staff handoff counts separately.

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