Live Chat Monitoring

Monitor AI conversations in real-time and intervene when necessary

Live Chat Monitoring#

Watch your AI agent handle conversations in real-time across all connected channels, and step in whenever human attention is needed.

Accessing Live Chat#

  1. Go to your agent dashboard
  2. Click AI Assistant in the sidebar
  3. Open the AI Assistant panel by clicking the 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 as an expandable panel.

Chat View#

  • Real-time conversation with your AI assistant
  • Ask management questions: "How many leads today?", "Show unanswered questions"
  • Suggestion chips for common queries
  • Markdown-formatted responses with actionable information

History View#

  • Click the menu and select 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 compact and expanded view
  • New Chat -- Start a fresh conversation
  • Close -- Hide the panel

Conversation Display#

Each conversation shows detailed information to help you assess quality at a glance.

Message Types#

  • Customer messages -- Left-aligned bubbles showing what the customer wrote
  • AI responses -- Left-aligned with bot avatar and bordered style
  • Owner messages -- Right-aligned blue bubbles for your manual responses
  • System alerts -- Amber boxes with alert icon for escalation notifications

Conversation Metadata#

  • Channel avatar with color coding (Telegram blue, Messenger blue, Instagram pink)
  • Escalation badge for conversations that have been escalated
  • Message count and relative timestamp
  • Date separators between different days

Taking Over Conversations#

When you need to respond manually to a customer.

Starting a Takeover#

  1. Click the conversation you want to take over
  2. Click the Take Over button
  3. AI will stop responding to this conversation
  4. Type your response and send

During Takeover#

  • The customer sees responses as coming from the agent (seamless experience)
  • AI is paused for this conversation only
  • All other conversations continue with AI as normal
  • Internal notes can be added (not visible to the customer)

Ending Takeover#

  1. Click the Resume AI button
  2. Optionally add a handoff message for context
  3. AI resumes responding from this point forward

Filtering Conversations#

Use filters to focus on the conversations that matter most:

FilterOptions
SearchSearch by content, customer name, or ID
Test DataToggle to include or exclude playground conversations
ChannelFilter by platform (Facebook, Instagram, WhatsApp, Telegram, Web, etc.)

Real-Time Updates#

The chat view updates automatically without manual refresh:

  • New messages appear instantly as they arrive
  • Conversation list reorders by most recent activity
  • Escalation alerts appear inline when triggered
  • Status changes (takeover, resume) reflect immediately

Best Practices#

  1. Check regularly -- Do not wait for issues to escalate before reviewing
  2. Use the assistant panel -- Quick access to monitoring without leaving your current page
  3. Address escalation alerts promptly -- These represent conversations flagged as needing human attention
  4. Add internal notes -- Document context for team members who may handle the conversation later
  5. Review source attribution -- Identify knowledge gaps by seeing which sources the AI uses

Related Pages#