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Setting Up Inbound Activities

Inbound text activities let Pearl answer incoming conversations from your connected messaging channels. Start by asking PearlVibe to create an inbound text Pearl, then configure how the activity should handle messages, inactivity, transcripts, and webhooks.
Inbound activities are used when the end user starts the conversation. Pearl replies using the flow, knowledge, and actions defined in your Pearl.

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Steps to Create an Inbound Activity

1

Create an inbound text Pearl

Ask PearlVibe to create a Pearl for your inbound text use case. Describe the channel, tone, expected questions, handoff rules, and any tools Pearl should use.

PearlVibe

Build and customize your Pearl’s logic, knowledge, and actions from a single prompt-driven interface.
2

Configure inbound settings

Set how Pearl should manage each incoming chat:
  • Message Limit: Set the maximum number of messages Pearl can send before automatically handing the conversation off to a human.
  • Auto-close After Inactivity: Set how long the chat can remain inactive before Pearl marks it as finished and triggers the post-chat summary.
  • Inactivity Follow-up: Send follow-up messages when the end user stops replying after Pearl’s last message. You can configure up to 3 follow-ups.
  • Transcript Options: Choose what should be kept from the conversation: the full transcript, only non-sensitive parts, or no transcript.
3

Publish the Pearl

Publish the Pearl when its flow and inbound settings are ready. After publishing, use the Pearl overview page to connect a channel.
4

Connect a channel from the overview

From the Pearl overview page, connect the messaging channel your customers will use.Unlike a voice activity, an inbound text activity is not tied to a phone number. It is connected to a messaging channel, such as:
  • WhatsApp
  • Telegram
  • SMS
  • Glassix
Each channel can be dedicated to your Inbound Activity and can receive conversations from anywhere at any time.
5

Configure webhooks if needed

Use webhooks only if external tools need event notifications, such as when a chat starts or ends.
For actual automations, rely on Post-Chat actions tied to how the conversation ended.

Agents

Understand how to manage your agents, including adding and configuring agents for your inbound and outbound activities.

Post-Chat

Review everything captured after a conversation, from transcript to summary.

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Monitoring and Adjusting Your Inbound Activities

While basic monitoring of conversation logs and activity reports can be done via our API, any modifications to the activity setup or its settings need to be handled directly on the platform.