Managing conversations

The Conversations page in your AI Agent dashboard lists all conversations that users have had with your AI. Admins and agents can review conversations, monitor activity, and track performance from here.

When a conversation is autonomously handed off from the AI to a human agent, it also appears here, specially flagged for attention so your team can pick it up, reply to the user, review the AI summary, add internal notes, and manage priority.

1. Viewing conversations

To view conversations, open the Conversations page from the main navigation menu in your dashboard. You’ll see a list of all conversations, with the most recent at the top.

Click on any conversation to open it. The conversation thread shows the full, real-time message history between the user and the AI, as well as any agent replies and internal notes.

2. Finding conversations that need attention

Conversations that have been handed off by the AI are flagged with a Needs agent intervention indicator, making them incredibly easy to spot in your conversation list.

Filtering conversations

Use the filter drawer located in the inbox to quickly drill down and find the exact conversations you need. You can filter by:

• Status (Open, Resolved)
• Priority
• Assigned Team
• Assigned Agent
• Date

3. Replying to a conversation

To take over a conversation and reply to the user:

1. Open the Conversations page and select a conversation from the list.
2. Press R on your keyboard or click the Reply tab at the bottom of the conversation thread.
3. Type your message in the composer and click Send.

Your message is sent directly to the user in real time.

Tip: You can manually jump into any conversation and reply at any time — the conversation doesn’t need to have been formally handed off first. This is incredibly useful for proactively assisting users when you notice they might be stuck!

4. AI summary

When a conversation is handed off to a human agent, the AI automatically analyzes the transcript and generates a concise summary. This summary is displayed at the top of the conversation view, giving you full context instantly before you respond.

The AI summary highlights key points such as:

• What the user asked about
• What the AI tried or recommended before escalating
• Why the conversation was handed off
• User sentiment (e.g., Neutral, Positive, Negative)

This helps agents get up to speed in seconds without having to read through a massive wall of chat history.

5. Internal notes

Notes allow team members to leave internal comments directly within a conversation thread. These are strictly private and only visible to your team members.

To add a note:

1. Open a conversation.
2. Click the Add note tab (or press N).
3. Type your note and press Send.

Notes are incredibly useful for:

• Leaving context for the next shift agent who picks up the conversation.
• Documenting actions taken or required follow-ups.
• Communicating asynchronously with team members about a specific issue.

6. Assigning conversations

You can assign a conversation to a specific team member directly from the Chat Information panel in the sidebar.

1. Open a conversation.
2. In the right sidebar, find the Assigned agent field under Chat Information.
3. Select a team member from the dropdown.

When a conversation is assigned, that specific team member will receive an instant email notification (if their personal notifications are enabled).

7. Priority

Each conversation can have a priority level to help your team triage issues effectively. Priority can be set in two distinct ways:

• Automatically: If AI Dynamic Priority is enabled in your Handoff settings, the AI will autonomously assign a priority level when handing off the conversation based on the context, intent, and urgency of the user’s issue.
• Manually: Any team member can instantly change or override the priority from the Chat Information panel in the right sidebar.

To change priority manually:

1. Open a conversation.
2. In the right sidebar, find the Priority field under Chat Information.
3. Select a new priority level from the dropdown.