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 as rounded card tiles with a slide-on-hover effect, and the right panel shows the selected conversation's messages. Escalated conversations are highlighted with a red tint for quick visibility.
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.
Conversation View
The conversation view shows the full message history with avatar initials for each participant. Agent messages display the agent's name and photo, while visitor messages show the contact name or an anonymous identifier.
The reply area at the bottom has two tabs: Message and Note. Switch between them to send a reply to the visitor or leave a private internal note. Each tab preserves its own draft text.
Light & Dark Mode
Toggle between light and dark themes using the sun/moon button in the navbar. Your preference is saved and applied across all admin pages.
Customer Details Panel
When viewing a conversation, click the contact icon in the conversation header to open the customer details panel on the right side. This panel shows the visitor's profile alongside the chat without navigating away.
- Contact info — name, email, phone, company
- Engagement stats — total conversations, messages, and last active time
- Tags & metadata — any custom fields you've attached via the SDK or admin
- Quick link — “View Full Profile” link to the contact's full page
The panel is resizable — drag the edge to adjust its width. Your preferred width is remembered between sessions. For anonymous visitors, the panel shows the visitor ID and any limited info available.
Internal Notes
Internal notes appear inline in the conversation timeline, right alongside messages. This gives you full chronological context — you can see exactly when a note was written relative to visitor and agent messages.
Notes are visually distinct with an amber background and a note icon, plus the author's name and timestamp. Only your team can see notes — visitors never see them. Hover over a note to reveal the delete option.
To add a note, switch to the Note tab in the reply area and type your message.
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