Monitor and manage active customer conversations in real time
The Live View page enables real-time monitoring and management of customer conversations with AI agents. This interface is designed to give support teams immediate access to ongoing interactions, allowing for quick intervention if necessary to maintain a high level of customer service.
The Live View interface consists of three main sections: the Conversation List, the Conversation Details Panel, and the Settings Sidebar. Each section provides tools to monitor, manage, and customize the live conversation experience.
The Conversation List displays all active conversations, providing key details to help you quickly identify and select conversations for further monitoring. Columns in the list include:
Selecting a conversation opens it in the Conversation Details Panel for an in-depth view.
The Conversation Details Panel provides a detailed view of the selected conversation, enabling real-time monitoring and management. Key elements in this panel include:
In the top-right corner, the three-dot menu offers several options to manage the conversation:
These controls facilitate efficient management, ensuring that customers receive the right assistance.
If you feel that a conversation requires human intervention, you can transfer the call to an internal contact. When you choose Transfer from the actions menu, a dialog appears, allowing you to select from a list of Internal Contacts for call redirection. This is useful when the AI agent cannot fully handle the customer’s needs and a human representative is required.
The Settings Sidebar on the Live View page offers various options to tailor the experience. Here’s what you can configure:
These settings provide flexibility, allowing support agents to personalize their monitoring setup to suit their workflow.
The Live View page is an essential tool for real-time customer support, enabling quick access to active conversations and providing options to intervene when necessary. With configurable settings, sentiment analysis, and transfer options, support teams can ensure efficient and effective management of AI interactions, enhancing the overall customer experience.
Monitor and manage active customer conversations in real time
The Live View page enables real-time monitoring and management of customer conversations with AI agents. This interface is designed to give support teams immediate access to ongoing interactions, allowing for quick intervention if necessary to maintain a high level of customer service.
The Live View interface consists of three main sections: the Conversation List, the Conversation Details Panel, and the Settings Sidebar. Each section provides tools to monitor, manage, and customize the live conversation experience.
The Conversation List displays all active conversations, providing key details to help you quickly identify and select conversations for further monitoring. Columns in the list include:
Selecting a conversation opens it in the Conversation Details Panel for an in-depth view.
The Conversation Details Panel provides a detailed view of the selected conversation, enabling real-time monitoring and management. Key elements in this panel include:
In the top-right corner, the three-dot menu offers several options to manage the conversation:
These controls facilitate efficient management, ensuring that customers receive the right assistance.
If you feel that a conversation requires human intervention, you can transfer the call to an internal contact. When you choose Transfer from the actions menu, a dialog appears, allowing you to select from a list of Internal Contacts for call redirection. This is useful when the AI agent cannot fully handle the customer’s needs and a human representative is required.
The Settings Sidebar on the Live View page offers various options to tailor the experience. Here’s what you can configure:
These settings provide flexibility, allowing support agents to personalize their monitoring setup to suit their workflow.
The Live View page is an essential tool for real-time customer support, enabling quick access to active conversations and providing options to intervene when necessary. With configurable settings, sentiment analysis, and transfer options, support teams can ensure efficient and effective management of AI interactions, enhancing the overall customer experience.