Managing Conversations
The Conversations panel gives you visibility into all customer interactions. Monitor AI responses, escalate to human operators, and resolve conversations from the dashboard.
Conversation Statuses
| Status | Description |
|---|---|
| Unresolved | Active conversation — AI is responding to the customer |
| Escalated | Flagged for human attention — requires operator response |
| Resolved | Issue addressed — conversation is closed |
Conversation List
The left panel shows all conversations grouped by customer:
- Customer name and avatar
- Last message preview
- Time since last activity
- Status indicator
- Conversation count per customer
Use the filter dropdown to show only unresolved, escalated, or resolved conversations.
Conversation Details
Click a conversation to view the full message history. The detail view shows:
- Complete message thread (customer, AI, and operator messages)
- Customer metadata (browser, timezone, referrer)
- Conversation status with controls to escalate or resolve
Operator Messages
When a conversation is escalated, operators can reply directly from the dashboard:
- Open the escalated conversation
- Type your message in the input field
- Click Send — the customer sees it in real time
Operator messages are labeled as "Support Agent" in the widget so the customer knows they're speaking with a human.
Escalation
Automatic Escalation
The AI agent automatically escalates when:
- Customer explicitly requests human support
- Question is outside the knowledge base scope
- Customer appears frustrated or the AI can't resolve the issue
Manual Escalation
Operators can escalate any conversation from the conversation detail view using the status controls.
Resolving Conversations
Auto-Resolution
The AI resolves conversations when the customer confirms their issue is addressed (e.g., "Thanks, that helps!").
Manual Resolution
Operators can manually resolve any conversation. Resolved conversations are closed — the customer can start a new one from the widget menu.
Real-Time Updates
The dashboard updates in real time using Server-Sent Events (SSE):
- New messages appear instantly without refreshing
- Status changes are reflected immediately
- Multiple operators can monitor conversations simultaneously
Best Practices
- Respond to escalations within a few minutes
- Review unresolved conversations regularly
- Only mark conversations as resolved when the issue is truly complete
- Use conversation patterns to improve your agent's instructions and knowledge base
- Monitor conversation volume to identify common questions and update your knowledge base