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e1. Getting Started with Conversations

The Conversations section is your central hub where all chatbot interactions are listed. To access and view conversations:
  1. Log in to the AiChat platform.
  2. Click on the Conversations tab in the navigation menu. This opens the conversations dashboard.
  3. View the conversation list, which displays a customer name and message preview for each chat.
  4. Click on any conversation in the list to see the full chat on the right panel.
  5. To view the customer’s profile, click “Show Details” next to the customer name on the full chat panel.
  6. For the user’s full profile, click “Open Customer Profile” in the new user details tab.
Conversation View

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2. Searching for Conversations

Use the search and filter tools to quickly find and organize specific chats. To search and filter conversations:
  • Search: Use the Search Conversation bar at the top of the conversation list to find specific chats by entering keywords, phrases, or names.
  • Filter: Utilize the filtering feature to prioritize and better organize the conversation list.
Switch Channels: If you use multiple channels (Web Widget, WhatsApp, Instagram), click on the channel name to switch and view conversations more efficiently. Image(43) Pn

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3. Joining a Live Chat

When a chat requires human assistance, you can easily take over from the chatbot. To initiate and end a live chat:
  1. If you see a chat that needs human assistance, click the green “Join Conversation” button at the bottom of the chat panel.
  2. You will be presented with a simple guideline of the live chat. Click the “Join Conversation” button again to initiate live chat.
  3. Once you join, the chat will switch from the chatbot to live chat, allowing you to assist the user directly.
To end the live chat, click the “End Conversation” button. Joining Live Chat

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Keeping Track of Assignments

Monitor your workload and assign conversations from the left panel of the dashboard. To track conversations assigned to you:
  • The left panel shows the total conversations volume and the number of conversations currently assigned to you.
  • Click “Assigned to you” to access the details of the users who require your immediate assistance.
  • If the count for “Assigned to you” is 0, you currently have no active chats to handle.
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