Messages

Messages (or "Omnichannel Messages") are the atomic unit of communication in Duster. They represent any piece of text sent by a user, an agent, or the system, regardless of where it came from.

The Omnichannel Concept

Duster treats all platforms equally. A message from Slack, a message from Discord, or a comment in the Duster UI are all stored as Messages. This allows Duster to:

• Analyze sentiment across all channels.
• Apply the same AI logic to every input.
• Maintain a single, unified search history.

Message Types

1. Public Messages

These are standard messages visible to everyone in the channel.

• Sync: If Duster posts a public message, it appears in the connected platform (e.g., Slack).

2. Internal Notes (Private)

These are special messages flagged as is_internal_note.

• Visibility: Visible ONLY within the Duster dashboard and to the AI Agent.
• Use Case:
  • AI Reasoning: The Agent "thinks" out loud here before posting a public reply.
  • Team Chat: Your team can discuss a user's feedback privately without the user seeing the chatter.
  • System Logs: Error messages or debug info often appear as internal notes.

Muted Channels

If a channel is "Muted", the Duster Agent will strictly use Internal Notes for its responses. It will never send a public message to the external platform, ensuring "silent observation" mode.