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Chat Actions

Learn how to manage chats — taking over from AI, transferring to teammates, and resolving conversations.

Chat Interface​

When you open a chat, you'll see a three-panel layout:

PanelLocationPurpose
Chat ListLeftAll your conversations, filterable by status
ConversationCenterThe message thread with input area
Customer InfoRightCustomer details sidebar (collapsible)

Chat Handlers​

Every chat has exactly one handler at any time — either an AI agent or a human team member. The handler is responsible for responding to the customer.

How to see who's handling:

  • The handler's name appears below each chat in the list
  • The chat header shows the current handler

Handler types:

  • AI Agent — Automated responses based on your agent configuration
  • Human Agent — You or a team member manually responding

Taking Over a Chat​

When you open a chat that someone else (AI or human) is handling, you'll see a "Take Over" button instead of the text input.

When You See the Take Over Button​

  • You are NOT the current handler
  • The AI or another team member is handling the chat

How to Take Over​

  1. Click the "Take Over" button
  2. A dialog appears asking for a handover reason (optional)
  3. Confirm to become the new handler
  4. The text input box appears — you can now respond
warning

Once you take over, YOU are responsible for the conversation until you transfer it or resolve it.

Transferring a Chat​

If you want to give the chat to someone else (AI or human), use the Transfer feature.

How to Transfer​

  1. Click the Transfer button in the chat header
  2. Select who should handle the chat:
    • AI Agent — Select one of your configured agents
    • Human Agent — Select a team member
  3. Add a reason for the transfer (required, max 200 characters)
  4. Click Transfer

What Happens​

  • The chat handler changes immediately
  • The chat status remains Active (stays open)
  • The transfer reason is logged in chat history
tip

Transfer is different from Resolve — transferring keeps the chat open for continued conversation.

Resolving a Chat​

When a conversation is complete, you should resolve it.

How to Resolve​

  1. Click the "Resolve" button in the chat header
  2. Choose one of two options:
OptionWhat It Does
ResolveMarks the chat as closed
Resolve & LearnCloses the chat AND generates FAQ suggestions from the conversation

Resolve & Learn​

This option is recommended when you've handled a chat that could help train your AI:

  • Only available when a human is handling the chat
  • Automatically extracts potential FAQs from the conversation
  • Generated FAQs appear in Knowledge > [Your KB] > FAQs > Suggested
  • Great for capturing common questions for AI training

See FAQs > Suggested Tab for more on reviewing generated FAQs.

After Resolving​

  • Status changes to Closed
  • Chat moves to the Closed filter in your chat list
  • Customer can start a new conversation anytime

Handling "Needs Attention" Chats​

Sometimes the AI escalates a chat because it cannot handle the customer's request.

When Does AI Escalate?​

AI requests attention based on your handover triggers:

  • Customer asks something outside AI's knowledge
  • Customer explicitly requests human help
  • AI detects frustration or complex issues
  • Sensitive topics that require human judgment

What You'll See​

  • Chat status shows "Needs Attention" (highlighted)
  • In the customer sidebar, a red alert box shows the escalation reason
  • The chat appears prominently in your chat list
  • A counter shows next to "Needs Attention" in the navigation

What to Do​

  1. Review the escalation reason in the customer sidebar
  2. Take over the chat
  3. Address the customer's concern
  4. Resolve or transfer when done
warning

The AI stops responding once it requests attention. Don't leave these chats unattended — the customer is waiting for a human.

Customer Info Sidebar​

The right sidebar shows important customer information across three tabs.

Summary Tab​

SectionDescription
Chat SummaryAI-generated summary of the current conversation
Escalation ReasonIf status is "Needs Attention", shows why AI escalated (red alert box)
Customer ProfileQuick overview of the customer

Profile Tab​

FieldDescription
Name, Email, PhoneBasic contact info
Location & LanguageCustomer preferences
TagsColored labels for categorization (e.g., "VIP", "Returning Customer")
Agent InstructionsSpecial instructions for AI when handling this customer
AI-Generated ProfileAuto-generated customer insights

See Customer Profile for more details.

Notes Tab​

  • Timeline of Notes — Notes added by team members about this customer
  • Add New Note — Click to add your own note (max 2000 characters)
  • Note Details — Each note shows who created it and when
  • Delete — You can only delete notes you created

Quick Reference​

ActionWhen to UseHow
Take OverYou want to handle a chat currently managed by AI/othersClick "Take Over" button
TransferPass chat to AI or another team member (keeps chat open)Chat header → Transfer
ResolveConversation is completeChat header → Resolve
Resolve & LearnComplete + extract FAQs for AI trainingChat header → Resolve & Learn

Tips for Effective Chat Management​

  1. Take over promptly when you see "Needs Attention" — customers are waiting
  2. Use Resolve & Learn to help improve AI responses over time
  3. Add customer notes for context that helps future conversations
  4. Transfer with clear reasons so the next handler understands the situation
  5. Don't forget to resolve — keeping chats open clutters your inbox

Next Steps​