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Session Management

The Chat Sessions page (/chat-sessions) serves as your centralized inbox for all customer conversations happening across your website and connected channels (like WhatsApp) via your AI agent.

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Understanding Session Statuses

Conversations are automatically categorized into different dashboard tabs based on their current state:
  1. Active: The user is currently chatting live with the AI agent.
  2. Waiting: The user has asked a question the AI agent cannot answer, or explicitly requested human assistance, and is now “Awaiting Handoff” to a live support agent.
  3. Human Active: A live human support agent has claimed the session and is currently chatting directly with the user.
  4. Ended: The conversation has been successfully concluded.
  5. Abandoned: The user left the chat without concluding it or before an agent could reply.

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Reviewing AI Transcripts

By clicking on any session card on the left sidebar, you can view the full text transcript of the conversation on the right. Reviewing transcripts—especially in the “Ended” or “Abandoned” tabs—is the absolute best way to discover gaps in your AI agent’s knowledge. If you notice the AI agent giving a poor answer to a common question, you should immediately go to your Knowledge Base and add an FAQ or policy document to cover that topic.