# Engage

Inbox, conversations, customers, journeys and broadcast.

Source: https://docs.omazy.ai/engage/

Where your team and your agent meet the customer.

| Surface | What it is for |
|---|---|
| **Inbox** | Live conversations your team works, including anything the agent handed over. |
| **Conversations** | The full history, searchable, including everything the agent handled alone. |
| **Customers** | The contact record built from conversations: who they are, what they asked, what they bought. |
| **Journeys** | Guided flows that collect what you need, such as a booking, an order or a callback request. |
| **Broadcast** | Sending a message out rather than waiting to be asked. |

## Handover

An agent that never hands over is a liability, and one that hands over
constantly is not saving anyone time. Handover rules live in the agent brief,
and the conversation lands in the inbox with its full history attached, so
whoever picks it up is not asking the customer to repeat themselves.

## In this section

- [Working the inbox](/engage/inbox/) picking up a handover and closing the loop

Still to come: the customer record, building a journey, and broadcasts.