The dashboard is your command center. The Overview page gives you a snapshot of how your AI agent is performing, and the Conversations page is where your team handles live customer interactions. This guide covers both.
Dashboard Sidebar
The sidebar on the left gives you access to everything. What you see depends on your role:
- Everyone — Overview, Conversations, Tickets, Leads
- Admin & Owner — Analytics, Reviews, Knowledge Gaps, Help Center, Documents, Connectors, Team, Settings
- Owner only — Billing
At the top of the dashboard, you'll find the theme toggle (light/dark mode) and the agent availability toggle — this controls whether your team shows as online to visitors.
Overview Page
The Overview page shows key metrics at a glance. What you see depends on your role:
For Owners and Admins
Eight stat cards across the top:
- Total Sessions — all chat conversations
- Messages Sent — total AI and agent messages
- Bookings Made — meetings booked through the widget
- Resolved — conversations marked as resolved
- Documents Ready — knowledge base documents processed
- Resolution Rate — percentage of conversations resolved
- Average Rating — customer satisfaction score (1–5 stars)
- Agent Requests — conversations where a customer asked for a human
Below the stats, four charts show 14-day trends for sessions, resolved conversations, messages, and bookings.
For Agents
Agents see a focused view with four cards:
- My Open Sessions — conversations you're currently handling
- Resolved By Me — conversations you've resolved
- Open Queue — unassigned open conversations
- Needs Agent — conversations where a customer is waiting for a human
Quick-action buttons link directly to filtered conversation views.
Conversations Page
Navigate to Conversations to see all chat sessions. This is where the real-time action happens.
Filtering Conversations
Five filter tabs at the top:
- All — every conversation
- Open — active, unresolved conversations
- Needs agent — customers waiting for a human (shows a count badge). This is your priority queue.
- Resolved — completed conversations
- Booked — conversations where a meeting was scheduled
You can also filter by channel (Widget or WhatsApp) using the dropdown.
The Conversation List
Each row shows:
- Visitor — channel icon + visitor ID (or WhatsApp phone number), with a "NEW" badge for recent sessions and an orange dot for "Needs agent"
- Messages — total message count
- Status — Resolved (green), Needs agent (orange, animated), Delegated (indigo), or Open (amber)
- Rating — 1–5 stars if the customer rated the conversation
- Agent — "Joined" with a checkmark if an agent has joined
- Booked — blue checkmark if a meeting was booked
- Duration — how long the conversation lasted
- Started — when it began
New sessions appear automatically in real-time. A pill notification at the top tells you when new sessions arrive while you're not on the first page.
Live Visitors
A panel shows visitors currently browsing your site in real-time — even before they start a conversation.
Handling a Conversation
Click any conversation to open the detail panel on the right.
Joining a Conversation
Before you can send messages, you need to join the session. Click the Join session button. Only one agent can be assigned to a conversation at a time — if another agent is already in, you'll see "Locked by another agent".
Once joined, you'll see a green "Live — you are in this session" indicator and the message input becomes active.
The Message Thread
Messages are color-coded by sender:
- Customer messages — blue bubbles on the left
- AI responses — gray bubbles with a border
- Agent messages — orange-tinted bubbles (yours)
The thread supports rich content:
- Images — displayed as clickable thumbnails (click for full-size viewer)
- Voice messages — inline audio player with play/pause, progress bar, and duration
- Files — download links with file icon and name
- Booking slots — a formatted card showing available time slots in a grid
Sending Messages
The input bar at the bottom provides several tools:
- Text input — type your message and press Enter or click Send
- Emoji picker — click the smiley icon to insert emojis
- File upload — click the paperclip icon to attach a file (image, PDF, document)
- Voice recording — click the microphone icon to record and send a voice message. Shows a recording timer, click Stop to finish and send.
- Quick Replies — type
/to open the slash command menu with your pre-built canned responses
AI Copilot
Click the sparkle icon (✨) in the toolbar to open the Copilot sidebar. The AI reads the conversation context and suggests replies you can insert directly into your message input. Use it to draft responses faster while maintaining a personal touch.
Resolving a Conversation
When the issue is handled, click the green Resolve button in the panel header. The conversation moves to the Resolved filter and the customer sees it as complete.
Capturing a Lead
Click the blue Capture Lead button to open a form in the panel. Fill in the customer's details (email is required, name/phone/company/message are optional). The lead is saved to your Leads dashboard for follow-up. If the customer provided info through the pre-chat form, it's pre-populated.
Customer Ratings
If the customer rated the conversation, you'll see their rating (1–5 stars) displayed in the panel header, along with any feedback categories and written comments.
Conversation Handoff
Need to pass a conversation to another team member? Two options:
- Transfer — immediately reassigns the conversation. The other agent gets it instantly.
- Delegate — sends a request. The target agent can accept or reject. While pending, you keep the conversation.
Both options let you add an optional reason (max 200 characters) to give the receiving agent context. If a delegation is pending, you'll see an alert in the panel with Accept/Reject buttons if you're the target.
Real-Time Updates
Everything updates in real-time without refreshing:
- New messages appear instantly in the thread as customers type
- New conversations appear at the top of the list with a notification pill
- "Needs agent" alerts pop up as toast notifications with a sound when a customer requests a human — click to jump straight to that conversation
- Agent join/leave events update the status in real-time
- Handoff events (requested, accepted, rejected) update the panel instantly
The agent alert system plays a brief audio notification (a short tone) and shows up to 5 toast alerts simultaneously, each auto-dismissing after 12 seconds.
WhatsApp Conversations
WhatsApp conversations work the same way, with one difference: WhatsApp has a 24-hour customer service window. After the customer's last message, you have 24 hours to reply. If the window expires, you'll see a warning and the message may not be delivered.
Tips
- Prioritize "Needs agent" — the orange badge with count shows how many customers are waiting. This should be your first stop when you open the dashboard.
- Use Quick Replies — type
/to access your canned responses. It's faster than typing common greetings and follow-ups from scratch. - Let AI Copilot draft your replies — the copilot reads the full conversation, so its suggestions are context-aware. Edit them slightly for a personal touch.
- Resolve conversations promptly — resolved conversations free up your "Open" count and help track your resolution rate on the Overview.
- Capture leads during conversations — if a visitor seems interested, capture their info before they leave. You don't need to ask — the form is one click away.
- Check ratings regularly — customer ratings in the Conversations list help you spot what's working and what needs improvement.
- Use Transfer for urgent handoffs — if you know who should handle it, Transfer is instant. Use Delegate when you're not sure the other agent is free.