Conversations Guide
Monitor customer chats and take over from AI when human help is needed.
Quick Start
The Chats page shows all customer conversations with your business. Monitor what your AI is saying, see when customers need human help, and take over conversations when needed. The AI handles routine queries while you focus on complex cases.
For Business Owners
How to View All Conversations
- Go to Dashboard → Chats
- See all conversations in one list:
- Customer chats (people talking to your chatbot)
- KwenTalk Assistant chats (your own help conversations)
- Visual indicators:
- 🟡 Yellow badge: Customer requested human help
- 🔵 Blue badge: Human agent is active
- No badge: AI is handling normally
How to Take Over a Conversation
- Click on a conversation to open it
- Click "Take Over" button
- Customer sees: "Human agent is helping you"
- Send messages as yourself (not AI)
- Click "Release" when done, or wait 15 minutes for auto-release
How to Handle Human Help Requests
When a customer types "speak to human" or clicks the help button:
- You'll see a badge on the Chats tab showing pending requests
- Open the conversation - it shows "Human Requested" status
- Click "Take Over" to start helping
- Resolve the issue and click "Release"
- AI resumes automatically
How to Let AI Resume
After helping a customer, the AI can take back over:
- Click "Release" in the chat header
- Or wait 15 minutes - auto-release after inactivity
- Customer sees: AI responses resume normally
Settings & Configuration
| Setting | What it does |
|---|---|
| Inactivity Timeout | 15 minutes - chat auto-releases to AI |
| Sound Notifications | Alert when new human help requests arrive |
| Desktop Notifications | Browser notifications (optional) |
Understanding the Chats Page
Conversation Types
| Type | Avatar | Description |
|---|---|---|
| Customer Chat | User photo/initials | Someone chatting with your business |
| KwenTalk Assistant | KwenTalk logo | Your own help conversations |
HITL Status Flow
ai_active → human_requested → human_active → ai_active
│ │ │
│ │ └── You click "Release"
│ │ └── 15-min auto-release
│ │
│ └── Customer requests human
│ └── AI detects complex query
│
└── Normal AI handling
Mobile App
The mobile app also shows conversations:
- Tap Chats tab to see all conversations
- Badge shows pending human requests
- Tap conversation to view and respond
- Same HITL controls - Take Over / Release
FAQ
Q: Do I have to respond to every chat? A: No, the AI handles most conversations. Only take over when customers request human help or you see the AI struggling.
Q: What if I miss a human help request? A: The customer continues chatting with AI. They can re-request human help anytime.
Q: Can multiple team members handle chats? A: Yes, any admin or owner can view and take over conversations.
Q: Does the customer know when AI is responding vs human? A: Yes, they see "Human agent is helping you" when you take over.
Q: Can I see what the AI said before I took over? A: Yes, the full conversation history is visible including all AI responses.
Troubleshooting
Issue: Not seeing human help requests Solution: Check the badge count on Chats tab. Refresh the page if needed.
Issue: Customer says they asked for human but status shows AI active Solution: They may need to re-request. Check if their message contained "human", "person", or "agent".
Issue: Chat auto-released while I was still helping Solution: Send a message to reset the 15-minute timer. The timer only counts from your last message.