AI Assistant
Monitor and manage your AI agent with real-time oversight, intelligent automation, and configurable permissions
AI Assistant#
Your AI Assistant is the command center for monitoring and managing your AI agent's conversations. It watches over every interaction, suggests responses, remembers important details, and alerts you to events that need your attention.
What the AI Assistant Does#
- Monitors conversations in real-time across all connected channels
- Shows confidence indicators so you know how well the AI understands each query
- Suggests context-aware replies based on your sources and past interactions
- Remembers important details from your conversations and applies them automatically
- Alerts you proactively when something important happens (complaints, VIP customers, bulk orders)
- Learns from all channels together so intelligence from one platform improves responses everywhere
- Lets you take over any conversation when human intervention is needed
Accessing the AI Assistant#
In your dashboard, navigate to your agent and click AI Assistant in the sidebar. You will find these sections:
| Section | Purpose |
|---|---|
| Overview | AI status, language and personality config, quick chat access |
| Conversations | Browse past AI Assistant conversations |
| Memory | Review stored memories and learned details |
| Channels | Configure notification and command channels |
| Reports | Built-in and custom report templates with scheduling |
| Settings | AI Employee permissions and abilities |
Follow-ups and broadcasts are managed from People. Escalation rules and alert inboxes are managed from Alerts in the sidebar.
Overview Page#
The overview page is your starting point for managing the AI:
- AI Assistant Toggle -- Enable or disable AI auto-responses for your agent
- Language and Personality -- Configure the communication style and tone
- Chat CTA -- Quick link to open the AI Assistant chat panel from anywhere
Channels Page#
Configure where your AI Assistant sends notifications and receives commands:
- Email -- Receive reports and alerts via email
- Messenger -- Get notifications in Facebook Messenger
- Instagram -- Receive alerts in Instagram DMs
- Telegram -- Get updates in Telegram groups
Each channel can be toggled independently for notifications and commands.
Reports Page#
Set up automated reports delivered to your configured channels.
Built-in Reports#
- Business Summary -- One-click activation for regular performance summaries
- Additional built-in templates available for common reporting needs
Custom Reports#
- Create custom report templates targeting specific metrics
- Preview reports before scheduling
- Track delivery history
Scheduling#
- Schedule reports to be delivered via Email or Telegram
- Set frequency: daily, weekly, or monthly
AI Assistant Panel#
Access the AI Assistant panel from anywhere in your dashboard by clicking the bot icon in the top bar. It slides open as an expandable panel from the right side of your screen.
Chat Mode#
- Chat with your AI assistant for agent management tasks
- Get quick insights: "How many leads today?", "Show unanswered questions"
- Receive markdown-formatted responses with actionable information
History Mode#
- Click the menu and select View chat history to browse recent conversations
- Up to 50 conversations shown inline
- Switch back to chat mode at any time
Escalation Alerts#
Escalation alerts appear as inline messages in the assistant panel:
- Bold "Escalation Alert" header with customer name and intent
- Source channel indicator (Messenger, Instagram, Telegram, etc.)
- Customer message quote for context
- Direct link to view the full conversation
AI Employee Settings#
Configure exactly what your AI Employee can do. Access these settings via AI Assistant > Settings.
Permission Categories (11)#
Each category has View, Add, Edit, and Remove toggles, giving you granular control:
| Category | Controls Access To |
|---|---|
| Knowledge & Q&A | Documents, files, Q&A pairs |
| Promos & Announcements | Time-sensitive content |
| People | Customer profiles, tags, notes |
| Conversations | Chat history, messages, feedback |
| Sales Pipeline | Deals, stages, revenue |
| Staff & Services | Team members, services |
| Calendar & Bookings | Appointments, schedule |
| Agent Settings | Chatbot configuration |
| Escalation & Handovers | Escalation rules |
| Broadcasts | Templates, delivery logs |
| Analytics & Reports | Performance data |
Abilities (5)#
| Ability | Description |
|---|---|
| Compose replies | Draft professional replies you can review before sending |
| Auto-send composed | Automatically send composed replies without approval (requires Compose replies) |
| Proactive alerts | Alert you about important changes: bulk orders, complaints, VIP customers, and more |
| Action chaining | Execute multi-step workflows in sequence |
| Remember memories | Store important information from conversations for future reference |
Key Features#
Confidence Indicators#
Every AI response shows a confidence score so you can quickly assess quality:
| Color | Confidence | Meaning |
|---|---|---|
| Green | High (80-100%) | AI is responding well, no action needed |
| Yellow | Medium (50-79%) | Response might need review |
| Red | Low (0-49%) | Human intervention suggested |
Manual Takeover#
When the AI needs help or you want to respond personally:
- Click any conversation in the chat view
- Click Take Over to pause AI responses for that conversation
- Respond manually as a human agent
- Click Resume AI when ready to hand control back
Other conversations continue with AI while you handle the takeover.
Source Attribution#
See exactly which knowledge sources the AI used to generate each response:
- File sources
- Q&A pairs
- Website content
- Text sources
This helps you understand response quality and identify gaps in your sources.
Learned Patterns#
Review AI-discovered patterns from your training data in the Learned section. The AI identifies behavioral patterns such as complaint handling approaches, lead qualification signals, and effective follow-up timing.
When to Use the AI Assistant#
| Scenario | Recommended Action |
|---|---|
| Launching a new agent | Monitor the first 50-100 conversations closely |
| After adding knowledge | Verify the AI uses new content correctly |
| Customer escalation | Take over sensitive or complex conversations |
| Training improvement | Review low-confidence responses and add missing content |
| Quality assurance | Spot-check random conversations regularly |
| Setting up automation | Configure employee permissions, channels, and reports |
Best Practices#
- Monitor new agents closely -- Watch the first week of conversations to catch issues early
- Set up notification channels -- Configure at least one channel for escalation alerts
- Review weekly -- Check conversation history for recurring patterns
- Start with conservative permissions -- Begin with limited AI Employee settings and expand as you gain confidence
- Schedule automated reports -- Set up regular summaries so you stay informed without manual checking
- Train your team -- Make sure everyone knows how to take over conversations when needed
Related Pages#
- Live Chat Monitoring -- Monitor conversations in real-time
- People -- Manage contacts, follow-ups, and broadcasts
- Training Your Agent -- Improve AI responses
- Analytics -- Measure performance with AI-powered insights