Conversations Overview

1. AI Agent handles initial inquiry
2. Transfers to sales team member
3. Sales agent reviews context
4. Coordinates with technical team if needed
5. Sales agent continues with customer
6. Marks conversation as resolved
```text

**[Screenshot placeholder: Team collaboration features]**

---

## AI Agent Oversight

### Monitoring AI Conversations

Keep track of AI Agent performance:

**Real-Time Monitoring:**
- Watch live conversations
- See AI confidence levels
- Intervene when needed
- Provide guidance to AI

**Quality Assurance:**
- Review conversation transcripts
- Rate AI responses
- Flag issues for improvement
- Train AI on better responses

### Taking Over Conversations

Seamlessly take control from AI:

1. Identify conversation needing human touch
2. Click "Take Over"
3. AI notifies customer of handoff
4. You continue the conversation
5. Mark as resolved when complete

**Handoff Message:**
```text
AI: Let me connect you with a team member who can
better assist you. One moment please...

[Human agent takes over]

Agent: Hi! I'm [Name], I'm here to help. I see you
were asking about [topic]. Let me assist you with that.
```text

---

## Search & Filters

### Quick Filters

Find conversations instantly:

**By Status:**
- Active
- Pending
- Resolved
- Archived

**By Channel:**
- WhatsApp
- Telephony
- Web
- All channels

**By Assignment:**
- Assigned to me
- Unassigned
- Assigned to team
- Assigned to specific agent

**By Time:**
- Today
- This week
- This month
- Custom date range

**[Screenshot placeholder: Filter options]**

### Advanced Search

Search across all conversations:

```text
Search by:
- Customer name
- Phone number / Email
- Keywords in conversation
- Conversation outcome
- Date range
```text

**Example Searches:**
- "refund" - All conversations mentioning refunds
- "agent:Sarah" - Conversations handled by Sarah
- "WhatsApp + pending" - Pending WhatsApp conversations

---

## Conversation Actions

### Bulk Actions

Manage multiple conversations at once:

- Assign to agent
- Change status
- Archive
- Export
- Delete

### Individual Actions

Actions for single conversations:

- View full history
- Assign/reassign
- Change priority
- Mark as resolved
- Archive
- Export transcript
- Share conversation

---

## Conversation Insights

### Individual Conversation Analytics

Understand each conversation:

**Metrics:**
- Duration
- Message count
- Response times
- Sentiment analysis
- Resolution status
- Customer satisfaction

**AI Performance:**
- Confidence scores
- Topics discussed
- Intents detected
- Entities extracted
- Actions taken

### Aggregate Analytics

See patterns across conversations:

- Common topics
- Frequent questions
- Peak conversation times
- Average resolution time
- Channel preferences
- Customer sentiment trends

[View Detailed Analytics →](/reporting)

---

## Notifications

### Real-Time Alerts

Stay informed about important conversations:

**Alert Types:**
- New conversation
- Conversation assigned to you
- Customer response
- Urgent conversation
- AI confidence low
- Conversation pending too long
- Customer satisfaction feedback

**Notification Channels:**
- In-app notifications
- Email alerts
- Desktop notifications
- Mobile push (coming soon)
- Slack integration (coming soon)

**Configuration:**
```text
Settings > Notifications

Choose which alerts you want to receive and how:
☑ New conversations - Email + In-app
☑ Assigned to me - All channels
☑ Urgent - All channels
☐ Customer response - In-app only
☑ Low AI confidence - Email
```text

---

## Integration with Other Features

### Knowledge Base

Conversations inform knowledge base:

- Identify common questions
- Create FAQ entries
- Improve AI responses
- Reduce repetitive inquiries

[Learn More →](/knowledge-base)

### Analytics

Conversation data powers analytics:

- Volume trends
- Performance metrics
- Customer insights
- Channel effectiveness

[Learn More →](/reporting)

### CRM Integration

Sync conversations with your CRM:

- Automatic contact creation
- Activity logging
- Deal tracking
- Follow-up tasks

[Learn More →](/integrations)

---

## Best Practices

### Response Management

**Do:**
- Respond to pending conversations quickly
- Review AI conversations regularly
- Close resolved conversations
- Download conversation history when needed

**Don't:**
- Let conversations go unanswered
- Forget to follow up
- Ignore AI handoff requests
- Leave conversations in wrong status

### Team Coordination

**Do:**
- Assign conversations promptly
- Collaborate with team members effectively
- Update conversation status
- Share successful resolutions

**Don't:**
- Reassign without context
- Work on assigned conversations
- Duplicate effort

### Quality Assurance

**Do:**
- Review AI conversations regularly
- Provide feedback on AI performance
- Document successful patterns
- Train team on best practices
- Monitor customer satisfaction

**Don't:**
- Assume AI is always correct
- Ignore customer feedback
- Skip quality reviews
- Neglect training opportunities

---

## Next Steps

- [Explore Inbox Features →](/conversations/inbox)
- [Manage Conversations →](/conversations/conversations)
- [Build Customer Database →](/conversations/customers)
- [View Analytics →](/reporting)
- [Configure Integrations →](/integrations)

---

## Need Help?

- Chat with our AI Agent in the dashboard
- Email us at hello@livetok.ai
- Check our [Support page](/support)