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What it is

Sippet tracks support relationships over time so your org does not lose context when a customer moves from one channel to another.

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In the console

The Conversations area focuses on:
  • active and recent support relationships
  • who currently owns the conversation
  • which channel is active now
  • whether a contact needs operator attention, follow-up, or re-engagement

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Key concepts

  • Conversation relationships: the current support state for a contact
  • Current channel: whether the latest activity is on call, email, or messaging
  • Owner: the operator or AI agent currently handling the relationship
  • Memory freshness: how current the saved contact context is
  • Attention state: whether a person needs to step in

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Why it matters

Without shared conversation state, each channel becomes a separate support silo. With Sippet:
  • a follow-up message can reflect what happened on a call
  • AI agents can continue a support thread without starting over
  • operators can step into a live case with more context