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A customer wrote at night, the employee replied — and in the morning you want to know what happened and step in if needed. Chats gathers the conversations of all your AI Employees across all channels into one list: read them, reply to customers yourself, and review every answer the employee gave.

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Find a conversation

The left column is a shared list of conversations across all employees and channels. The most recent conversations are at the top.
The Chats section: search, All employees and All channels filters, conversation list on the left
The Search chat… field searches by customer name everywhere at once: type “Egorchenko” and you’ll get their conversations in Telegram bots for different projects and in email, in a single list. Next to it are two filters: All employees — keep only one AI Employee’s conversations, and All channels — keep only one connection.
Filters combine. Select an employee and the Telegram channel, and you’ll see only that employee’s Telegram conversations. This is a handy way to check answer quality in one channel.
What a card in the list contains:

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Conversation window

Click a conversation to open it on the right. The header shows the customer’s name, the caption “with [employee name] · [channel],” and the ••• button — the chat control menu.
An open conversation: the red AI stopped banner, a customer message on the left, a manager message, a pause label, an employee reply, and the input field
Customer messages appear on the left in gray; the AI Employee’s replies appear on the right in blue, labeled with its name. Days are separated by a date chip, and the platform marks system events with a label in the center of the feed: “Chat paused after a manager’s message,” “Conversation history cleared.” The red AI stopped banner appears when the employee is turned off in this specific chat. Next to it are two buttons: Turn on AI brings the employee back into the conversation, and Clear history erases the context it keeps in mind.
Clear history doesn’t delete the conversation from Chats — it only resets what the employee takes into account for its next reply.

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Reply yourself

The Enter a message… field at the bottom is for your manual reply to the customer. The message goes to the same channel the conversation is in: if the customer wrote in Telegram, they get it in Telegram — no need to switch anywhere. As soon as you send a message, the AI Employee pauses in this conversation so it doesn’t interrupt a live person. You can bring it back sooner with the Turn on AI button above the feed or the Resume AI item in the chat menu. If the employee hasn’t returned even after half an hour, the Stop after manager reply setting is enabled on the Additional Settings tab — that’s also where you configure text commands a manager can use to stop and start the employee right from the messenger.

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Response analysis

The chart icon under an AI Employee’s reply opens the Response analysis panel on the right — a full trace of how that reply was put together. This is the first thing to open when the employee answered wrong; otherwise you’re editing the Persona blindly. At the bottom of the panel is the Get recommendations button: the platform analyzes this specific case and suggests targeted changes to the employee’s settings.
Often there’s nothing to fix: the employee simply didn’t find a document in the Knowledge Base or didn’t call the right talent. The analysis shows this right away, before you rewrite the instruction.

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Reporting a bad answer

The thumbs-down under an employee’s reply opens the What went wrong? panel. It’s not a rating — it’s a fork into two scenarios.
1

Describe the problem

In your own words: “replied in the wrong language,” “made up delivery terms,” “ignored the question about price.”
2

Choose the closest option

Made up facts, Didn’t understand the question, Didn’t use knowledge, Tone / rudeness, Response length, or Other.
3

Click Fix with AI

The platform analyzes the case in the background — you can keep working — and shows the proposed settings changes before applying them.
If the instruction isn’t the issue, click The problem isn’t the instruction — it’s a technical error: this opens the Contact support form with the fields “What went wrong” and “What the reply should have contained.” The case report and a link to the message are attached to the request automatically — no need to retell the conversation. What happens to the request next is covered in Support.

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Chat menu

The ••• button in the conversation header opens a menu with two blocks: controls for this chat and navigation.
The ••• menu: chat controls — share link, resume AI, hide deleted messages, two reports, erase memory; navigation — customer profile, open employee
Erase memory can’t be undone: the employee will forget everything you agreed on with the customer in this conversation. The label “Conversation history cleared” remains in the feed.

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FAQ

Click the chart icon under the message — Response analysis shows what was found in the Knowledge Base and Self-Learning, which talents fired, and why the reply turned out the way it did. Start your review of any mistake here.
The name, phone number, and preferences are stored separately — in the customer profile, and clearing the conversation doesn’t affect them. To make the employee forget those too, clear the profile.
Automatic history clearing kicked in: the channel settings have too short an interval, so the context is reset during the conversation. Increase the interval or turn off automatic clearing in the channel settings.
••• menu → Stop AI. A red banner appears, and you’ll be the one replying in this conversation. To silence the employee across all channels at once, turn the employee itself off in the AI Employees list.
No. Your message comes from the same bot or account the customer was talking to the employee through — the switch is invisible to them.
The customer gets both messages — the platform doesn’t merge them or block anyone. Agree within your team on who’s handling each conversation.
The Message limit kicked in — a cap on the number of replies in one chat per day. It’s set on the Additional Settings tab; if the field is empty, there’s no limit.
Through a Telegram notification. The handover itself isn’t configured here, but with triggers in Notifications: until a trigger exists, the conversation won’t pause and you won’t get anything, even if the employee promised the customer to call a manager.

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Fine points

You don’t need these for everyday work. Come back here when you need to dig into a tricky case or show a conversation to a colleague.
••• menu → Share link. The Share chat window opens with a link like app.aitextura.com/live/… — it opens the conversation in a browser without signing in to the platform, and you can reply to the customer under your own name from the same page.
Anyone who gets the link can see the conversation. Don’t send it if the conversation contains the customer’s personal data.
Report (all messages) lays out the conversation line by line: role (user or assistant), exact time, message ID, and an expanded log under each employee reply. At the top are Copy all and Expand all. The format is designed to be handed over in full to Support or a developer.
The action bar appears only under AI Employee replies — customer messages can only be deleted.
The Customer profile item opens a card with the customer’s data: name, phone, needs, and other fields from connected templates. You don’t need to enter anything manually — the AI Employee fills them in as the conversation goes. A new customer’s card is empty, and that’s normal. See Profiles for details.

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What’s next

Notifications

Triggers that call you into a conversation and pause the chat

Persona

Rules the employee follows to run a conversation and call a human

Profiles

The customer card the employee fills in from the conversation

Additional Settings

Messenger commands, message limit, behavior after a manager replies