Using the live agent dashboard - Overview

The live agent dashboard allows you to view and manage conversations. All conversations, whether AI-led or handled by live agents, are visible here, ensuring a seamless transition between AI chatbot interactions and human support.

To access the dashboard, click on the Human Handover button and select Open Live Agent Dashboard

Once the live agents log in, the dashboard will appear. The Overview tab allows you to monitor ongoing conversations in real-time.

Once your AI chatbot starts having conversations, you will see all of them listed here. Conversations that require live agent support will be flagged for your attention.

Viewing conversations

To view the conversation, click View under the Action column.

‍

Taking over conversations

If there are live conversations, a live agent may take over by clicking Take under the Action column. The user may then interact directly with the live agent. The state will change from ‘Waiting’ to ‘Taken’.

Conversation States

Here is a list of possible states for your conversations:

• AI: The conversation is currently driven by your AI chatbot.
• Dropped: The user closed the chat and left.
• Waiting: The conversation needs a live agent to pick it up.
• Taken: A live agent has taken over the conversation.
• Resolved: A live agent has marked the conversation as resolved.
• Closed: The conversation was either dropped or left open for more than 24 hours and closed automatically.

‍

Assigning categories

Categories are an easy way to organize your conversations by topic, each with its own color. You can assign different categories to flagged conversations for better organization. This helps you see what kind of topics keep coming up in the Insights tab.

To assign a conversation to a category, click Open under the Action column. 

A conversation box will pop up. Click the edit icon next to Not Defined and select the relevant category.