Skip to main content
As Administrator, you can monitor and take over or assign conversations that an AI Agent or Support Agent is currently handling. This is useful when you want to:
  • Intervene in a sensitive or urgent customer interaction
  • Support a team member in handling a complex issue
  • Reassign a conversation to the right person or department

​
Viewing Conversations

1

Open your Inbox

In the far left panel, select Inbox to see conversations of your own as well as other teams, users, and AI agents.
Inbox Conversation Pn
2

Select Conversation

Select the conversation you want to observe. You will now see all active conversations the user or AI Agent is currently handling. You will be able to view the conversation in real time, without notifying the customer.
3

Jump In or Assign

Using the Join Chat button at the bottom of the conversation area, you can choose to step in yourself or assign the conversation to a colleague. Once assigned, the AI Agent will stop responding, and you (or your colleague) are free to continue the conversation from there.
Join Chat Pn

​