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Manage Chat Conversations

Learn how to monitor, manage, and optimize your chat assistant conversations in real-time.

Overview​

Effective chat management ensures your AI assistants provide excellent customer service while allowing human oversight and intervention when needed.

Accessing Chat Dashboard​

1. Navigate to Conversations​

Go to Chats → Conversations to view all active and past chats.

2. View Conversation List​

See all conversations with:

  • User Information: Name, email, or ID
  • Status: Active, waiting, resolved, or escalated
  • Channel: Web, mobile, messaging app
  • Last Message: Preview of recent activity
  • Duration: How long the conversation has been active

Monitoring Active Conversations​

Real-Time View​

Monitor ongoing chats:

  • See messages as they're sent
  • Watch AI responses in real-time
  • Track user satisfaction indicators
  • Identify conversations needing attention

Conversation Filters​

Filter chats by:

  • Status: Active, waiting for user, resolved
  • Channel: Web, WhatsApp, Facebook, etc.
  • Sentiment: Positive, neutral, negative
  • Agent Type: AI only, human-assisted, escalated
  • Time Range: Today, this week, custom date

Taking Over Conversations​

When to Intervene​

Take over from AI when:

  • User requests human agent
  • AI is uncertain or struggling
  • Complex issue requires expertise
  • Sensitive topic needs human touch

How to Take Over​

  1. Click on the conversation
  2. Select "Take Over"
  3. Send a message to introduce yourself
  4. Continue the conversation manually

Seamless Handoff​

Ensure smooth transitions:

AI: "I'm connecting you with a specialist who 
     can better assist with this request."
     
Human: "Hi [Name], I'm [Agent Name]. I see you're 
        asking about [topic]. Let me help you with that."

Managing Conversation Flow​

Assign to Team Members​

Route conversations to the right people:

  • Select conversation
  • Click "Assign"
  • Choose team member or department
  • Add notes for context

Set Priority Levels​

Mark urgent conversations:

  • High: Immediate attention needed
  • Medium: Address soon
  • Low: Normal queue

Add Internal Notes​

Communicate with your team:

  • Add notes visible only to agents
  • Tag team members
  • Document important details
  • Track action items

Conversation Actions​

Common Actions​

  • Reply: Send a message
  • Resolve: Mark conversation as complete
  • Escalate: Transfer to supervisor
  • Follow Up: Schedule future contact
  • Block: Block spam or abusive users

Bulk Actions​

Manage multiple conversations:

  • Select multiple chats
  • Apply actions to all selected
  • Export conversation data
  • Archive old conversations

Quality Monitoring​

Review AI Performance​

Evaluate how well the AI handled conversations:

  • Resolution Rate: Percentage solved without human help
  • User Satisfaction: Ratings and feedback
  • Response Accuracy: Correct vs. incorrect answers
  • Response Time: Speed of AI replies

Feedback Collection​

Gather insights:

  • End-of-chat surveys
  • Star ratings
  • Free-form feedback
  • Follow-up emails

Conversation Analytics​

Track key metrics:

  • Volume: Number of conversations per day/week
  • Average Duration: How long chats typically last
  • Peak Times: When traffic is highest
  • Channel Breakdown: Which channels are most used
  • Resolution Rates: AI vs. human resolution

Best Practices​

  • Monitor conversations regularly
  • Respond to escalations promptly
  • Use internal notes for team coordination
  • Review AI performance weekly
  • Update AI based on common issues
  • Train team on when to intervene
  • Set clear availability hours

Troubleshooting​

AI Not Responding​

Check:

  • Assistant is active and deployed
  • API connections are working
  • No service outages

Poor Response Quality​

Improve by:

  • Reviewing and updating prompts
  • Adding more training data
  • Expanding knowledge base
  • Fine-tuning response settings

High Escalation Rate​

Reduce escalations:

  • Improve AI training
  • Add more FAQs
  • Clarify assistant capabilities
  • Update conversation flows

Next Steps​