The Conversations page in your AI Agent or Chatbot 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 handed off from the AI to a human agent, it also appears here, 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 menu in your AI Agent or Chatbot 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 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 are flagged with a Needs agent intervention indicator, making them easy to spot in your conversation list.
Filtering conversations
Use the filter drawer to quickly find the conversations you need. The following filters are available:
3. Replying to a conversation
To take over a conversation and reply to the user:
- Open the Conversations page.
- Select a conversation from the list.
- Press R or click the Reply button at the bottom of the conversation thread.
- Type your message in the composer and click Send.
Your message is sent directly to the user in real time.
You can jump into any conversation and reply at any time — the conversation doesn’t need to have been formally handed off. This is useful for proactively assisting users when needed.
4. AI summary
When a conversation is handed off to a human agent, the AI automatically generates a summary of the conversation. This summary is displayed in the conversation view, giving you full context before you respond.
The summary includes key points from the conversation, such as:
- What the user asked about
- What the AI tried or recommended
- Why the conversation was handed off
- Priority level
- User sentiment (e.g Neutral, Positive, Negative)
This helps agents get up to speed quickly without having to read through the entire conversation history.
5. Internal notes
Notes allow team members to leave internal comments within a conversation that are only visible to your team.
To add a note:
- Open a conversation.
- Click the Add note button (or press N).
- Type your note and press Send.
Notes are useful for:
- Leaving context for the next agent who picks up the conversation.
- Documenting actions taken or follow-ups needed.
- Communicating with team members about a specific conversation.
6. Assigning conversations
You can assign a conversation to a specific team member from the Chat Information panel in the sidebar.
- Open a conversation.
- In the sidebar, find the Assigned agent field under Chat Information.
- Select a team member from the dropdown.
When a conversation is assigned, that team member will receive a notification (if notifications are enabled).
7. Priority
Each conversation can have a priority level to help your team triage effectively. Priority can be set in two ways:
- Automatically — If auto-assign priority is enabled, the AI assigns a priority level when handing off the conversation based on the context and urgency.
- Manually — Any team member can change the priority from the Chat Information panel in the sidebar.
To change priority manually:
- Open a conversation.
- In the sidebar, find the Priority field under Chat Information.
- Select a priority level from the dropdown.
