Chat & Chat Logs Management
Learn how to monitor customer conversations in real time, manage human takeover & AI resume, analyze sentiments, track RAG Confidence scores, and generate PDF/CSV audit reports.
1. Overview of Chat & Chat Logs
The Chat Logs section serves as your central command center for all AI-driven customer interactions. Whether your visitors chat via your website widget, Instagram DMs, WhatsApp, or Telegram, every dialogue is automatically recorded, analyzed, and streamed in real time.
Real-Time Streaming
Incoming messages stream live under 300ms without refreshing your browser page.
Human Takeover
Pause AI instantly with confirmation to chat directly with customers.
Resume AI Control
Hand automated control back to your AI Agent with a single click.
2. Real-Time Live Inbox & Priority Sorting
The chat log list displays every active and past thread. You can filter conversations by date range, channel origin, sentiment rating, or confidence score.
Available Channel Filters:
3. Human Takeover & Resume AI
When a high-value customer needs personalized assistance or requests a human agent, support agents can click Take Over Chat.
- Pause AI: AI responses are instantly suspended for the thread.
- Live Chat: Send manual messages directly from your workspace desk.
- Resume AI: Click Resume AI Control anytime to let the bot continue automatically.
4. Exporting Audit Reports (PDF & CSV)
Export full conversation transcripts and metrics for audit or compliance reporting with a single click.