Use the Conversation Panel to read the full history for a selected thread, join the conversation as a live agent, and take actions based on status. Training feedback can also be submitted on both bot and agent responses.
In addition to reading the conversation history, the Conversation Panel lets a team member join the thread as a live agent and take action based on the current status. After joining, the live agent can review the full message history, respond directly in the thread, and use the available quick actions that match the current status (for example, updating the status or applying other supported actions). Training feedback can also be submitted on both bot and agent responses.
Conversation Status appears in the top-right corner of the Conversation Panel.
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Conversation Status appears in the top-right corner of the Conversation Panel.
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Additional Options provides quick access to key actions, such as Pin, Snooze, Unsnooze, Hand Back to AI, and Close.
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Additional Options provides quick access to key actions. Follow more on Additional Options by status.
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Training feedback can be submitted using the same workflow as the Train & Test bot training flow.
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Provide training feedback on bot and agent responses in context.
The Provide Training Feedback window appears after negative feedback is submitted on a response.
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The Input Field lets a live agent join a conversation when the status is Bot Handling.
After joining: