Activity

The Activity section displays all conversations between customers and your AI Agent. Monitor interactions in real-time, send manual messages, revise AI responses, and manage conversation statuses.

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Conversations Overview

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Conversation List

Each conversation shows:

• Customer Information - Email address and name (when provided)
• Status Badge - Current conversation state
• Message Count - Total messages in the conversation
• Last Message Time - Most recent activity timestamp
• Mode Indicator - Whether conversation is in AI or Manual mode

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Conversation Status

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Viewing Conversations

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Message Display

Click any conversation to view the full message history:

• Customer Messages - Questions and inputs from the customer
• AI Responses - Automatic replies from your agent
• Human Messages - Manual responses from team members
• Timestamps - When each message was sent
• Delivery Status - Message delivered and read indicators

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Message Details

For AI responses, you can view:

• AI Model Used - Which AI model generated the response
• Tokens Used - Number of tokens consumed
• Tool Calls - If AI used any tools or functions
• Attachments - Files shared in the conversation

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Sending Manual Messages

Take over any conversation and respond manually:

1. Open a Conversation - Click to view message history
2. Type Your Response - Use the message input at the bottom
3. Attach Files (Optional) - Upload files to send with your message
4. Send - Click send or press Enter

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File Attachments

• Upload files alongside your messages
• Supported formats vary by file type
• Files are accessible to customers in the conversation

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Revising AI Responses

Improve AI answers and save them as training data:

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How to Revise

1. Find the Message - Locate the AI response to revise
2. Click Revise Answer - Opens the revision modal
3. Edit the Response - Modify the AI’s answer
4. Save as Q&A (Optional) - Check the box to add to training data
5. Submit - Save your changes

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Saving as Q&A Pair

When you check “Save as Q&A Pair”:

• The original question becomes the Q&A question
• Your revised answer becomes the Q&A answer
• The pair is automatically added to your Sources
• Future similar questions will use your improved response

This creates a feedback loop where you continuously improve your agent based on real interactions.

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Conversation Modes

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AI Mode

• Agent automatically responds using training data
• No human intervention required
• Best for routine questions and high volumes

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Manual Mode

• All messages wait for human response
• AI does not reply automatically
• Best for sensitive or complex cases

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Toggling Mode

Switch any conversation between modes:

1. Open the conversation
2. Click the mode toggle button
3. Select AI or Manual mode
4. Mode changes apply immediately

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Real-Time Features

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Live Updates

Conversations update in real-time using WebSocket connections:

• New Message Notifications - Sound alert when messages arrive
• Typing Indicators - See when customer or AI is typing
• Delivery Confirmations - Know when messages are delivered and read
• Unread Badge - Track unread conversations

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Sound Notifications

Enable browser notifications to hear when:

• New conversations start
• Customers send messages
• Human attention is required

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Customer Information

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View Customer Details

Side panel shows:

• Email address
• Name (if provided)
• Conversation history
• Total messages

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Edit Customer Email

Update customer email if needed:

1. Click on customer info
2. Edit the email field
3. Changes save automatically

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Conversation Management

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Mark as Read

• Conversations marked as read when you open them
• Unread badge clears automatically
• Helps track which conversations need attention

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Update Status

Change conversation status:

1. Open the conversation
2. Select new status from dropdown
3. Options: AI Handling, Pending Human, Human Assigned, Resolved

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Resolve Conversations

Mark conversations as resolved when complete:

• Removes from active conversation list
• Can still access in resolved view
• Helps organize workflow

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Message Pagination

• 50 Messages Per Page - Loads in chunks for performance
• Load More - Scroll to top to load older messages
• Total Count - Shows total messages in conversation

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Best Practices

Monitoring Conversations

• Check Activity regularly to catch AI errors early
• Review AI responses for accuracy and tone
• Use revised answers to improve training data

Manual Responses

• Respond promptly when customers request human help
• Be clear and professional in manual messages
• Switch back to AI mode when appropriate

Revising Answers

• Always save good revised answers as Q&A pairs
• This improves future AI responses automatically
• Build your knowledge base from real interactions

Status Management

• Keep statuses updated for team coordination
• Resolve conversations when complete
• Use Manual mode for sensitive topics

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Keyboard Shortcuts

• Enter - Send message
• Shift + Enter - New line in message

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What’s Next?