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Conversations

Every chat your agents have had, and the ones they handed to a human.

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Conversations is the record of what your AI agents actually said, across every channel they answer on.

The part worth watching is escalations — the conversations an agent decided it could not finish. Those are your queue.

How to

  1. 1

    Filter to escalated conversations to find the ones needing a person.

  2. 2

    Open a conversation to read the full transcript, including which knowledge the agent cited.

  3. 3

    Reply in-thread to take over from the agent.

Ask Smooth Operator

  • “Any escalations?”
  • “What came in today?”
  • “Which agent escalates most?”

If something goes wrong

An agent escalates far more than the others.
Usually a knowledge gap rather than a model problem. Check what the escalated conversations were asking about, and add that to Knowledge.

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