Documentation
Monitoring and managing live conversations.
The Conversations page shows all conversations for a selected bot. Filter by status (active, escalated, closed, archived) to focus on what needs attention. Each conversation shows the contact name, phone number, last message, and current status.
Conversations progress through states: Active (bot is handling it), Escalated (bot has flagged it for human review), Closed (conversation ended), and Archived (historical record). The bot can escalate automatically based on its escalation prompt.
When a conversation is escalated or you want to intervene, click "Take Over". This pauses the AI for that conversation and lets you respond directly. The customer sees seamless messages — they don't know whether the bot or a human is responding.
Set up your bot's escalation prompt carefully. Good triggers include: customer explicitly asking for a human, complex complaints, billing issues, or topics outside the bot's knowledge.
After taking over, use the message input to send replies. Messages are sent via WhatsApp to the customer. You can see the full conversation history including bot responses.
When you're done with manual handling, click "Release" to hand the conversation back to the bot. The AI will resume responding to new messages.
Close a conversation when it's fully resolved. Closed conversations move to the Closed tab and can be reviewed later. The bot will start a new conversation if the same contact messages again.