The Chats section is accessible in two ways: via the left menu (all dialogs across all employees) or via the Live chat button in the AI employees list (dialogs for a specific employee).
Persona
How the employee runs a dialog and when to call a manager
Notifications
Escalation triggers and alerts
Quick Answers
Templates and chat management
Profiles
Client data inside the dialog
Why open Chats
- Watch how AI employees communicate with clients
- Quickly find a specific dialog by client name, channel, or employee
- Intervene in a conversation when the situation requires a human
- Handle escalations — cases when an employee handed the dialog to a manager
- Evaluate AI employee performance on real conversations
Interface overview
Dialog list (left panel)
The left side of the screen displays a list of all chats. Each list item is a separate dialog with a client. Dialogs are sorted by time: the most recent ones appear at the top.| Element | Description |
|---|---|
| Client name | Name or identifier if the name is not available |
| AI employee name | Which employee is handling the dialog |
| Channel | Where the client came from: Telegram, amoCRM, Bitrix24, website widget, etc. |
| Time | Time of the last message |
| Message preview | A snippet of the last message |
| Status | Active, paused, or completed |
Conversation view (center panel)
Click any dialog in the list — the full conversation history opens on the right. Messages are displayed like a regular messenger: client on the left, employee on the right. Each message includes a timestamp. The chat header shows: client name, AI employee name (with {agent}), channel (· {channel}), and the ⋮ menu button on the right — it opens the chat action menu.
At the bottom of the window is the message input field — this is how a manager can reply to the client manually.
Chat info panel (right column)
The right column displays additional information about the current dialog: client profile, channel, employee name, and status. See Dialog details for more.
Status indicators and quick buttons
Above the conversation feed and within the message stream, the platform shows several state indicators — they help you understand whether the AI employee is active in this dialog.| Indicator | When it appears | What it means |
|---|---|---|
| ”Chat paused after a manager message” | Right after a manager writes a message into the chat | The AI employee is temporarily disconnected from this dialog — the manager is writing. See Manager intervention |
| ”AI stopped” | When the employee is disabled in this chat (by command, pause, or manually) | The client is writing into the void — the AI will not reply until it is started |
| ”Enabled” / “AI is working” | The employee is active in the chat | All incoming messages will be processed by the AI |
| Button | Action |
|---|---|
| Enable AI | Resumes AI employee work in this chat immediately. Appears when AI is stopped or paused |
| Clear history | Wipes the current dialog context. The AI employee will forget everything said before. Use for testing or to reset a conversation |
Chat action menu
The⋮ button on the right side of the chat header opens the action menu — this is the central control panel for a specific dialog. It exposes commands that are not in the main interface.
| Action | What it does |
|---|---|
| Share link | Creates a public link of the form /live/:id — you can send it to a colleague or client so they can see the chat and reply from a browser if needed. See Live chat |
| Resume AI | Lifts the pause: the AI employee starts processing messages in this dialog again. Equivalent to the AI start command |
| Hide deleted messages | Hides messages marked as deleted from the feed. Useful for a clean stream without service noise |
| Report (all messages) | Generates a complete dialog report — all messages, including archived ones. Used to analyze a specific case or attach to a Support ticket |
| Report (without archive) | A short report — only active messages, without deleted or archived ones. Convenient for quickly sharing the gist of the conversation |
| Wipe memory | Fully clears the dialog context, just like the delete all command in chat. The employee continues with a clean slate |
| Client profile | Opens the Client profile — a card with fields the AI extracted from the conversation (name, language, custom fields) |
| Open employee | Jumps to the AI employee settings handling this dialog — a fast way to tweak the Persona, knowledge base, or notifications |
Per-message actions
Every AI employee message has its own set of buttons — they appear on hover or below the message.| Button | What it does |
|---|---|
| Copy | Copies the message text to the clipboard |
| Delete message | Marks the message as deleted. It is also removed from the AI’s context — the next reply will not consider deleted text |
| Mark response as unhelpful (thumbs down) | Triggers the 4-step bad-response review with automatic ticket creation in support. See How to report an AI response for details |
| Response analysis | Opens a technical breakdown: which language the agent detected, which talents it used, what it found in the knowledge base, and how it reached the final decision. Helps you understand why the AI responded the way it did |
Thumbs down is not just a rating. The button launches a full support flow: auto-diagnostics → instruction check → your problem description → automatic report attachment. Use it whenever the AI employee gave a wrong answer — the AI training team typically replies within 3 business days. See How to report an AI response.
Search and filtering
Search bar
Search bar
At the top of the dialog list there is a search bar (
Search chat...). Enter a client name, keyword, or conversation fragment — the list filters in real time.Filter by employee
Filter by employee
Shows dialogs for a specific AI employee only. Useful when you have multiple employees and want to analyze the work of one of them.
Filter by channel
Filter by channel
Filters by source: Telegram, amoCRM, Bitrix24, Wazzup, web widget, and any other connected channels. The channel list is built automatically from your connected channels.
Manager intervention
One of the key capabilities of the Chats section is manual manager intervention in a conversation handled by an AI employee.How to step in
What happens after intervention
As soon as the manager sends a message, the AI employee automatically pauses in that specific dialog. It will not interrupt the human.| Behavior | Description |
|---|---|
| Client messages | Continue to arrive and are saved in history |
| AI employee | Remains paused while the manager handles the dialog |
| Auto-resume | After 10-20 minutes of manager inactivity, the AI may automatically resume work |
Agent control commands
Managers can control an AI employee directly from a messenger using service commands. Commands are configured in the Additional Settings tab for each employee.| Command | What it does |
|---|---|
| AI start command | Activates the employee in the chat (you set the text) |
| AI stop command | Pauses the employee (you set the text) |
| Clear memory command | Resets the dialog context — the conversation starts from scratch (default: delete all) |
| Protection command | Activates protection against prompt injection attempts (you set the text) |
Escalation — when an employee hands off to a manager
Escalation is a situation when an AI employee recognizes it cannot or should not handle a request on its own and transfers the dialog to a human.When escalation triggers
Escalation triggers in cases that you define in advance:- In the employee’s Persona (the “When to call a manager” or “Escalation” block)
- In Notifications (triggers that send an alert and pause the chat)
- In Quick Answers (actions of the “Chat management” type with a pause)
What it looks like for a manager
Receive a notification
The manager receives a notification in Telegram (or via webhook) that the employee handed off the dialog.
Find the dialog in Chats
In the Chats section, the dialog is displayed with a status indicating that intervention is needed.
Employee behavior on escalation
| Trigger setting | Behavior |
|---|---|
| Pause chat for N time | The employee pauses for the specified duration. If the manager does not connect, the employee resumes automatically |
| Forced pause | The employee stops completely. Work resumes only manually (via the start command or the interface) |
Dialog details
When you open a specific chat, in addition to the conversation history, additional information is available:- Client profile — filled fields: name, language, preferences, and any data the AI extracted from the conversation (see Profiles)
- Channel — which messenger or CRM the conversation is going through
- AI employee name — which employee is handling this dialog
- Dialog status — whether the employee is active or paused
Live chat — public view
“Live chat” is a public chat page at/live/:id, accessible by direct link without logging into the platform. It is useful for:
- Sharing a dialog with a colleague who doesn’t have a platform account.
- Giving the client an alternative way to reply — straight from the page, without a messenger.
- Testing AI responses in a regular web-chat format (handy when developing a prompt).
How to create the link
Related sections
| Section | How it relates to Chats |
|---|---|
| Persona | Defines how the employee runs dialogs and when it calls a manager |
| Notifications | Configures escalation triggers: when and how the manager learns about problematic dialogs |
| Quick Answers | Can manage the chat: pause, transfer to another employee |
| Profiles | Client data visible in the chat |
| Auto Follow-up | Follow-up messages if the client goes silent |
| Additional Settings | Agent control commands from the messenger, message limits |
| Channels | Sources through which messages arrive in the chat |
| Support | The thumbs-down button on an AI response triggers the review and creates a ticket automatically |
Practical tips
Review dialogs regularly
Review dialogs regularly
Especially in the first days after launch. Browse conversations in the Chats section at least once a day during the first week.
Use filters for analysis
Use filters for analysis
Filter dialogs by a specific employee and review the last 10-15 conversations. This gives you an understanding of where the employee performs well and where adjustments to the persona or knowledge base are needed.
Don't hesitate to step in
Don't hesitate to step in
If you see that the employee is not responding correctly, jump in and reply yourself. The employee will automatically pause. After the conversation, adjust the settings.
Set up notifications for critical situations
Set up notifications for critical situations
Create triggers in the Notifications section for complaints, returns, VIP clients, and questions outside the employee’s competency. You’ll get an alert in Telegram and can quickly step in.
Share control commands with the team
Share control commands with the team
FAQ
Are chats stored forever or deleted?
Are chats stored forever or deleted?
Chat history is kept on the platform. For some channels an Auto-clear history setting is available in the Channel tab — it allows automatic deletion of old dialogs.
Can I reply to a client from the Chats section if they wrote in Telegram?
Can I reply to a client from the Chats section if they wrote in Telegram?
Yes. When you send a message through the Chats section, the client receives it in whichever messenger they used to reach out. You don’t need to open Telegram or amoCRM — everything is handled from one window.
What happens if two managers reply in the same chat at the same time?
What happens if two managers reply in the same chat at the same time?
The client will receive both messages. It is recommended to coordinate within your team who handles a specific dialog to avoid duplication.
The employee paused after my reply. How do I resume it?
The employee paused after my reply. How do I resume it?
Three options: (1) wait 10-20 minutes — if auto-resume is configured, the employee will start on its own; (2) send the AI start command in the messenger; (3) manage from the platform interface.
Can I view chats from all employees in one place?
Can I view chats from all employees in one place?
Yes. The Chats section in the left menu shows dialogs across all employees. Use the employee filter to narrow the selection.
Does the client see that they are talking to a manager, not the AI?
Does the client see that they are talking to a manager, not the AI?
In most cases, the client sees messages from the same contact (bot or account) through which the AI employee was communicating. The transition is visually seamless for the client.
Is there a message limit per chat?
Is there a message limit per chat?
Yes. In the Additional Settings tab for each employee there is a Message limit setting — a cap on the number of messages in one chat per 24 hours. If no limit is set, there are no restrictions.
What should I do if the AI gave a bad answer?
What should I do if the AI gave a bad answer?
Click the thumbs down button on the specific AI message — it launches a 4-step review: auto-diagnostics → instruction check → your problem description → automatic context report attachment. The ticket is sent to the AI training team. See How to report an AI response for details.
How is 'Response analysis' different from 'thumbs down'?
How is 'Response analysis' different from 'thumbs down'?
Response analysis is a technical breakdown: which language was detected, which talents were called, what was found in the knowledge base, how the final decision was made. It only shows information — nothing is sent anywhere. Thumbs down uses the same diagnostics and submits it to support together with your description.
How do I share a chat with someone without an account?
How do I share a chat with someone without an account?
How do I reset the dialog context with the AI?
How do I reset the dialog context with the AI?
Three ways: (1) the Clear history button above the feed; (2)
⋮ menu → Wipe memory; (3) the text command (default delete all) right in the chat. The command can be changed in Account Settings.