Chat Management
Monitor and manage customer conversations with advanced filtering, seamless human-AI collaboration, and comprehensive chat lifecycle management.
Advanced Conversation Filtering
Filter Options
- Agent Filter: Filter conversations by specific AI agents
- User Filter: Filter conversations by human agents/users
- Customer Email: Search conversations by customer email
- Date Range: Filter conversations within specific time periods
- Smart UI: Icon-based filter toggle with active filter count indicator
Filter Features
- Apply-on-demand filtering (click “Apply Filters” to activate)
- Auto-close filter panel after applying
- Clear all filters with one click
- Real-time filter count display
Chat Information Panel
Detailed Chat View
- Customer Information: View customer details and contact information
- Assignment Tracking: See current assignee and assignment timestamp
- Timeline: Track chat creation and last update times
- Status Monitoring: Real-time chat status (Open, Transferred, Closed)
- Toggleable Sidebar: Discord/Slack-style panel that pushes content
Panel Features
- Responsive design matching conversation list height
- Easy toggle on/off functionality
- Comprehensive chat metadata display
Chat Actions & Control
Take Over
Human agents can instantly take control of AI-handled conversations
Hand to My Team
Stop the AI on a chat and queue it for whoever is free
Reassign
Transfer chats between human agents with notifications
End Chat
Close conversations with reason tracking and descriptions
Who is handling a chat
Every conversation in the list is labelled, so you can tell at a glance who is on it:
A chat reads Waiting for human when the AI has handed it over, when someone used
Hand to My Team, or when the agent is in human mode.
Human Takeover
- Smart Permissions: Only available for open chats handled by AI
- Instant Transfer: Seamless transition from AI to human agent
- Real-time Updates: UI refreshes automatically after takeover
- Status Sync: Chat assignment updated across all interfaces
Hand to My Team
Takes the AI out of a conversation without making it yours. Use it when the AI is heading the wrong way but you are not the right person to answer.- Available from the chat itself and from the chat information panel
- Only shown while the AI is still handling the chat
- The chat is queued for the team, not assigned to you — anyone can take it over
- The customer is told someone will be with them shortly
- Requires the same permission as taking a chat over
Taking a chat over assigns it to you. Hand to My Team leaves it unassigned, so use it
when the conversation needs a person but not specifically you.
Chat Reassignment
- User Selection: Easy dropdown with agent names and emails
- Validation: Only open, user-handled chats can be reassigned
- Multi-party Notifications: Automatic notifications sent to:
- Customer (chat reassigned)
- New assignee (new chat assigned)
- Previous assignee (chat transferred)
- Real-time Sync: Instant updates across all connected clients
Automated Chat Management
- Auto-close: AI-handled chats automatically close after 24 hours of inactivity
- Reason Tracking: End chat reasons and descriptions for analytics
- Background Processing: Daily worker checks for inactive chats
Real-time Features
Live Updates
- Socket.IO integration for instant notifications
- Real-time chat status changes
- Multi-client synchronization
- Toast notifications for user actions
Notification System
- Chat takeover notifications
- Reassignment alerts
- Status change updates
- New message indicators
What’s Next?
After setting up advanced chat management:- Configure Filters: Set up default filters for your team
- Train Agents: Educate team on takeover and reassignment features
- Monitor Analytics: Track chat lifecycle and agent performance
- Optimize Workflows: Use reassignment for workload balancing
- Review Auto-close: Adjust inactive chat timeout if needed