Activity Overview
One inbox for every customer interaction — messages, comments, reviews, and email — with a Needs Attention queue and human takeover.
Activity Overview#
Activity is where you watch and step into your customer conversations. It brings every channel — direct messages, social comments, reviews, and email — into one workspace, and surfaces the conversations that need a human in a single Needs Attention queue. Find it in your agent's sidebar under Activity.
Activity is for your customers. The AI Assistant is your private co-pilot. Activity shows real customer conversations; the AI Assistant is the helper that answers your questions and runs tasks for you. They're separate.
Needs Attention#
The first tab, Needs Attention, is a rolling queue of everything across channels that may need you — escalated chats, comments and reviews awaiting approval, alerts, and pending email drafts.
- Filter by type (messages, comments, reviews, email, alerts) or urgency
- Sort by priority, newest, or oldest
- Search across titles and snippets
- Open any item to see the full context and act on it
Items land here automatically when a Human Review rule fires, when a customer escalates, or when something is waiting for your approval.
The Channels#
| Tab | What it holds |
|---|---|
| Messages | Your customer chat inbox across every connected messaging channel |
| Comments | Facebook and Instagram post comments |
| Reviews | Google Business Profile reviews |
| Email threads (beta) |
Comments and reviews have their own moderation flow — see Comments & Reviews.
Messages#
The Messages inbox is the heart of Activity:
- Conversation list with unread badges, pinning, search, and filters
- Full thread view with the customer's details alongside
- Reply box with emoji, attachments, and quick replies
- Realtime updates — new messages and typing indicators appear live
You can pin important conversations, mark them read/unread in bulk, and jump straight into any thread to reply as a human.
Human Takeover & Pausing the AI#
Every conversation can be run by the AI or by you. When you want to step in:
- Open the conversation.
- Click Pause AI and choose how long — anything from a short window up to "until I turn it back on."
- Reply yourself. While paused, the AI won't respond on that conversation.
- Click Resume AI (or let the pause expire) to hand control back.
Pausing one conversation doesn't affect the others — the AI keeps handling everything else while you focus on the one in front of you. A status badge always shows whether the AI is active or paused, with a countdown when a timed pause is running.
Improving the AI From a Conversation#
When you spot an AI reply that could be better, you can revise it right from the message and optionally save your correction as a Q&A training pair — so the agent answers better next time. See Chat Training.
How the Pieces Fit#
AlonChat keeps a few concepts cleanly separated so nothing gets lost:
- A Conversation is the customer's message timeline — the record of what was said.
- A Handover Session decides who replies next: the AI or a human. That's what Pause AI / Resume AI controls.
- An Alert Event is a signal that something happened; Human Review rules decide whether it should notify you, pause the AI, or route to your team.
Related Pages#
- Comments & Reviews
- Human Review — rules that route work into Needs Attention
- Help Desk — turn escalations into owned, trackable tickets
- AI Assistant — your private co-pilot (not customer chat)