Introducing Chat Center
Discover how Chat Center helps you manage live interactions, review archived conversations, and monitor escalations between Smart Assistant and human agents.
Chat Center is the operational hub of the platform, where you can monitor, manage, and analyze every conversation handled by Smart Assistant — whether it’s ongoing, completed, or escalated to a human agent. It provides a unified space to oversee real-time interactions, review historical records, and ensure the highest level of service and responsiveness across all communication channels.
Chat Center enables your teams to:
- Supervise live conversations as they happen
- Review and audit archived interactions for quality assurance
- Track and analyze escalations to human agents
- Evaluate workload, efficiency, and response times
- Ensure compliance and consistency across customer support processes
Together, these capabilities make Chat Center a powerful tool for maintaining engagement quality and operational control in every user interaction.
Chat Center is divided into three main sections: Live Conversations, Archived Conversations, and Escalated Conversations.
Live Conversations
The Live Conversations section displays all conversations currently in progress between users and Smart Assistant, including those already taken over by human agents. It allows supervisors and support teams to monitor activity in real time, identify high-traffic periods, and intervene when necessary to ensure quick and accurate responses.
A conversation may have been created several days ago, but if the user sends a new message, it will become ’live’ again. In this case, an archived conversation is automatically moved back to the Live Conversations section, allowing teams to continue the interaction without losing its history.
Archived Conversations
The Archived Conversations section contains all completed conversations within the selected period.
It provides a searchable record of past conversations, dates, duration, user, ratings, and outcomes, making it ideal for quality review and performance analysis.
A Live Conversation that remains inactive for more than four hours, meaning no messages are exchanged during that time, is automatically moved to the Archived Conversations section. This ensures that the Live view only displays ongoing and actively managed interactions.
Escalated Conversations
The Escalated Conversations section focuses on all conversations that were transferred to human agents.
It helps identify why and how escalations occur, measure automation effectiveness, and monitor workload across teams.
Escalated Conversations are divided into three views for better analysis:
- All: displays every conversation that required human intervention.
- Automated: shows conversations escalated automatically by Smart Assistant based on predefined rules or confidence levels.
- Requested:: includes conversations escalated at the user’s request.
By tracking escalation trends, you can understand where Smart Assistant performs best and where additional content or training may be needed.