Live Chat Monitoring
Monitor AI conversations in real-time
Live Chat Monitoring#
Watch your AI agent handle conversations in real-time and intervene when necessary.
Accessing Live Chat#
- Go to your agent dashboard
- Click AI Manager in the sidebar
- Open the AI Assistant panel (bot icon in the top bar)
You can monitor live conversations from the assistant panel or the full chat history page.
AI Assistant Panel#
The assistant panel slides open from the right side of your dashboard:
Chat View#
- Real-time conversation with your AI assistant
- Ask management questions: "How many leads today?", "Show unanswered"
- Suggestion chips for common queries
- Markdown-formatted responses
History View#
- Click the menu > View chat history to browse recent conversations
- Up to 50 conversations shown inline
- Click any conversation to read the full thread
- Switch back to chat with the back arrow
Panel Controls#
- Expand/Collapse: Toggle between 420px and 560px width
- New Chat: Start a fresh conversation
- Close: Hide the panel
Conversation Display#
Each conversation shows:
Message Types#
- Customer messages: Left-aligned bubbles
- AI responses: Left-aligned with bot avatar, bordered style
- Owner messages: Right-aligned, blue bubbles
- System alerts: Amber boxes with alert icon (escalation notifications)
Conversation Metadata#
- Channel avatar with color coding (Telegram blue, Messenger blue, Instagram pink)
- Escalation badge for escalated conversations
- Message count and relative timestamp
- Date separators between days
Taking Over Conversations#
When you need to respond manually:
Starting a Takeover#
- Click the conversation you want to take over
- Click Take Over button
- AI will stop responding to this conversation
- Type your response and send
During Takeover#
- Customer sees responses as coming from the agent
- AI is paused for this conversation only
- Other conversations continue with AI
- Internal notes can be added (not visible to customer)
Ending Takeover#
- Click Resume AI button
- Optionally add a handoff message
- AI resumes responding from this point
Filtering Conversations#
Use filters to focus on specific conversations:
| Filter | Options |
|---|---|
| Search | Search by content, name, or ID |
| Test Data | Toggle to include/exclude playground conversations |
| Channel | Filter by platform (Facebook, Instagram, Web, etc.) |
Real-Time Updates#
The chat view updates automatically:
- New messages appear instantly
- Conversation list reorders by activity
- Escalation alerts appear inline
- Status changes reflect immediately
Best Practices#
- Check regularly - Don't wait for issues to escalate
- Use the assistant panel - Quick access without leaving your page
- Review escalation alerts - Address flagged conversations promptly
- Add internal notes - Document context for team members
- Review source attribution - Identify knowledge gaps