Conversations
Manage active chats and history. Learn about session management and automated handoffs.
Session Lifecycle
- Active: Conversation is currently assigned to an agent or bot.
- Waiting: Customer has replied and is waiting for a response.
- Closed: Resolved or expired (usually 24h inactivity).
Bot-to-Human Handoff
The AI agent can trigger a handoff event based on sentiment or explicit request. The conversation status changes to "Needs Attention" and alerts your human agents in the dashboard.