Direct Sale AI

Managing Conversations

Official guide · English · Version 9c253d0cf11816df

This guide covers how to find, filter, and manage customer conversations in the Conversations section of the dashboard. You will learn how to use the search and filter tools, navigate between conversations, take over from the AI, and resume AI control.

Conversation List

When you open the Conversations page, the left panel displays a list of all conversations. Each conversation card shows:

  • Customer avatar and name -- The customer's name if available, otherwise their platform user ID. If neither is available, it displays "Unknown."
  • Phone number -- The customer's phone number, if provided.
  • Status badge -- A colored badge indicating whether the conversation is Active (green), Handed to Human (amber), or Closed (gray).
  • Last activity time -- The date and time when the conversation was last updated.
  • Lead score -- A numeric score (0--100) indicating how likely the customer is to convert. The color changes based on the score (green for high, amber for medium, gray for low).
  • Message count -- The total number of messages in the conversation.

The list is sorted by most recently updated conversations first, with up to 10 conversations shown per page.

Searching Conversations

You can search for specific conversations using the search bar at the top of the conversation list.

  1. Click the search input field at the top of the conversation list panel.
  2. Type your search query. You can search by:
    • Customer name -- Partial or full name match (case-insensitive)
    • Phone number -- Partial or full phone number match
    • Platform user ID -- The identifier assigned by the messaging platform
  3. The conversation list filters in real time as you type.

Info: The search operates on the conversations currently loaded on the page. It filters the displayed list client-side, so pagination still applies to the full dataset. If you do not find the conversation you are looking for, try adjusting your status filter or navigating to a different page.

Filtering by Status

Below the search bar, you will find a status filter dropdown that lets you narrow the list to conversations with a specific status.

  1. Click the status dropdown (shows "All Statuses" by default).
  2. Select one of the available options:
    • All Statuses -- Show all conversations regardless of status
    • Active -- Show only conversations where the AI is currently handling responses
    • Closed -- Show only conversations that have been closed
    • Handed to Human -- Show only conversations that are currently assigned to a human operator
  3. The conversation list reloads automatically with the selected filter applied.
  4. To clear the filter, click the X button that appears next to the dropdown, or select "All Statuses" again.

Info: The status filter is applied server-side, so it affects the entire dataset, not just the currently visible page. When you change the filter, the page resets and loads fresh results.

Pagination

If you have more conversations than can fit on a single page, pagination controls appear at the bottom of the conversation list.

  1. Click the Next arrow button to go to the next page of conversations.
  2. Click the Previous arrow button to return to the previous page.
  3. The current page number and total pages are displayed between the buttons (e.g., "Page 2 of 5").

Each page shows up to 10 conversations.

Selecting a Conversation

To view the full message history and details of a conversation:

  1. Click on any conversation card in the list.
  2. The conversation detail panel (right side) loads with:
    • Customer header -- Customer name, platform, creation date, status badge, and lead score
    • Message thread -- The complete message history, with user messages on one side and AI/operator messages on the other
    • Message input area -- Controls for sending messages (when applicable)

The selected conversation is highlighted with a blue ring in the conversation list.

Taking Over from AI

When the AI is actively handling a conversation (status: Active), you may want to step in and respond manually. This is called "taking over" the conversation.

  1. Select a conversation that has the Active status.
  2. In the message input area at the bottom of the conversation detail panel, you will see a "Take Over" button with an amber/yellow color.
  3. Next to it, a message reads: "AI is handling this conversation."
  4. Click the "Take Over" button.
  5. The conversation status changes to "Handed to Human" immediately.
  6. The AI chatbot stops responding to this conversation.
  7. The message input area now shows a text input field, allowing you to type and send messages directly.

Warning: After you take over a conversation, the AI will no longer respond to customer messages in that thread. You are responsible for responding until you resume AI control. The customer will not be notified that a human has taken over -- the transition is seamless from their perspective.

Resuming AI Control

When you have finished assisting a customer and want the AI to resume handling the conversation:

  1. Select a conversation that has the "Handed to Human" status.
  2. In the conversation header (top right), you will see a "Resume AI" button with a green color and a play icon.
  3. Click the "Resume AI" button.
  4. The button shows a loading spinner while the status is being updated.
  5. Once complete, the conversation status changes back to "Active".
  6. The AI chatbot resumes responding to customer messages automatically.

When AI is resumed, the system:

  • Updates the conversation status to "Active"
  • Sends the customer a short notice, in the conversation language, that the AI assistant is active again
  • Saves the delivered notice in the conversation history
  • Resets the AI session's frustration score so the bot can respond freshly

Info: Resuming AI clears the frustration detection state for the conversation. This means the AI starts with a clean slate and will not immediately re-trigger a handoff unless the customer shows new signs of frustration.

Warning: If the customer notice cannot be delivered, AI remains paused. Correct the platform connection or Instagram Conversation Routing issue shown in the dashboard, then try again.

Understanding Conversation Status Transitions

The following diagram shows how conversation statuses flow:

                  +------------------+
                  |      Active      |
                  |  (AI responding) |
                  +--------+---------+
                           |
          +----------------+----------------+
          |                                 |
   Manual Take Over              Auto Handoff (AI detects
   (operator clicks               frustration, user request,
    "Take Over")                   complex query, etc.)
          |                                 |
          +----------------+----------------+
                           |
                  +--------v---------+
                  |  Handed to Human |
                  | (operator mode)  |
                  +--------+---------+
                           |
                     Resume AI
                  (operator clicks
                   "Resume AI")
                           |
                  +--------v---------+
                  |      Active      |
                  |  (AI responding) |
                  +------------------+

Automatic Handoff Triggers

The AI can automatically hand off a conversation to a human operator when it detects any of the following situations:

Trigger Description
User Request The customer explicitly asks to speak with a human agent
Frustration Detected The AI detects signs of customer frustration based on message patterns
Repeated Objections The customer repeatedly objects or expresses dissatisfaction
Complex Query The customer's question is beyond the AI's capability to answer

When an automatic handoff occurs, notifications are sent to the business owner and relevant team members (admins, managers, operators) via email and optionally via Telegram.

Conversation Detail Header

When viewing a selected conversation, the header at the top provides key information at a glance:

  • Customer avatar -- A blue circle with a user icon
  • Customer name -- The name of the customer, or their platform user ID if no name is available
  • Platform and date -- The messaging platform (website, telegram, whatsapp, instagram) and the conversation creation date
  • Status badge -- The current status of the conversation
  • Resume AI button -- Appears only when the conversation is in "Handed to Human" status
  • Lead score -- Displayed with color coding: green (70+), amber (40--69), gray (below 40)

Multi-Platform Support

Conversations can originate from multiple platforms, and operator messages are delivered back to customers through the same platform they used:

Platform How It Works
Website Messages are delivered via the embedded chat widget using WebSocket
Telegram Messages are sent through the connected Telegram bot
WhatsApp Messages are sent through the connected WhatsApp Business account
Instagram Messages are sent through the connected Instagram account

Info: When you send a message as an operator, it is automatically routed to the correct platform. For example, if a customer started a conversation via Telegram, your operator response will be delivered to them on Telegram. You do not need to switch between different apps.

Operator Message Attribution

When an operator (human team member) sends a message in a conversation, the message is visually distinguished from AI responses:

  • Operator messages display a small operator badge with the operator's name (or email if no display name is set)
  • The badge shows a person-with-gear icon to differentiate from AI-generated messages
  • The operator's name and role are recorded in the message metadata for audit purposes

This makes it easy to see which messages were sent by the AI and which were sent by human team members, even when reviewing conversation history later.