User Guide
Dashboard & Conversations
Monitor activity, manage conversations, and respond to visitors in real time.
Dashboard Overview
The dashboard shows four key metrics at a glance:
- Total conversations — all-time count across your websites
- Open conversations — currently active chats
- Escalated — conversations waiting for a human agent
- Today — conversations started in the last 24 hours
Below the stats you'll find a list of recent conversations with quick context: website name, status, last message preview, and contact info.
Conversation List
The Conversations page is a split-panel layout. The left panel lists conversations and the right panel shows the selected conversation's messages.
Filters
Use the filter bar at the top to narrow conversations:
- Status — All, Open, Snoozed, Closed
- Escalated only — show only conversations pending human response
- Website — filter by a specific website
- Ownership — All, Mine (assigned to you), Unassigned
- Team / Agent — filter by assigned team or agent
- Search — full-text search across visitor info and messages
Claiming Conversations
When a conversation is escalated to a human, any team member can claim it. Claiming does two things:
- Stops the AI from responding so only humans reply
- Prevents other agents from accidentally replying to the same visitor
Claiming happens automatically when you reply. You can also click the Claim button explicitly. Only you can unclaim your own conversation; other agents can still send messages but cannot take over the claim.
Race-safe
Status Management
Conversations have three statuses:
| Status | Meaning | AI Responds |
|---|---|---|
| Open | Active conversation | Yes (unless claimed) |
| Snoozed | Paused until a set time | No (auto-reopens on visitor message) |
| Closed | Resolved | No |
You can close, snooze, or reopen conversations from the conversation header. Snoozed conversations automatically reopen when the snooze time expires or when the visitor sends a new message.
Internal Notes
Add private notes to any conversation. Notes are only visible to your team — visitors never see them. Use notes to leave context for colleagues when handing off a conversation.
Assignment
Conversations can be assigned to a specific agent or team. Assignment is separate from claiming: assignment is who should handle it, while claiming is who is handling it right now.
Use the assignment dropdown in the conversation header to assign or reassign.
Real-time Updates
The admin panel updates in real time. When you're viewing a conversation, you'll see:
- New messages appear instantly (no refresh needed)
- Visitor typing indicator (animated dots)
- Status changes (escalation, close, snooze)
- Claim changes by other agents
Typing preview