Conversations

The Conversations page is where you monitor, join, and manage live customer chats. It uses a three-panel layout for efficient multitasking.

Layout

• Left Panel — conversation list with search and filters
• Middle Panel — the active conversation thread
• Right Panel — visitor details, related tickets, and handoff actions

Searching & Filtering

Use the search bar to find conversations by visitor name or email. You can also apply filters:

• Date Range — All time, Today, Last 7 days, Last 30 days
• Handoff Status — All, AI-Handling, Escalated, Agent Active
• Activity Level — All, Low (under 5 turns), Medium (5–10 turns), High (over 10 turns)

Click Clear filters to reset.

Reading a Conversation

Click any conversation in the list to view its full message thread in the middle panel. Messages are color-coded:

• Customer messages — shown on the left
• AI responses — shown on the right with an AI indicator
• Agent messages — shown on the right with the agent's name

You can scroll up to load older messages.

Sending Messages

Type your message in the input field at the bottom of the thread panel. You can also:

• Attach files — click the attachment icon to upload files (max 10MB per file)
• Send — press Enter or click the send button

Messages are rate-limited to prevent spam — wait at least 3 seconds between messages.

Agent Handoff

When a conversation needs human attention, use the handoff controls in the right panel:

1. Join — click to request taking over the conversation from the AI
2. Accept — confirm the handoff (you're now the active agent)
3. Release — return control to the AI when you're done
4. End Conversation — close the conversation entirely

Creating Tickets from Conversations

In the right panel, under Related Tickets, click Create Ticket to escalate a conversation into a support ticket. The ticket will be automatically linked to the conversation.

Real-Time Updates

Conversations update in real-time via WebSocket. You'll see new messages appear instantly, handoff status changes, and conversation list updates — no need to refresh.