Human chat

Your Customer Support team can take conversations over and ensure your customers get the best experience possible. With the human chat module, you can offer a frictionless experience to your users, when a brain cannot contain a conversation or has been designed to transfer a conversation to a human representative in specific scenarios.

Your representatives can stand by and pick up any conversations from any of the connected channel integrations.

Each of your environments can have the human chat module enabled or disabled, depending on your use case. To enable human chat, navigate to the settings of your environment and turn on the human chat toggle.

How it works

Human agents can view all the ongoing conversations in a single view, by clicking on the human chat icon on the top of the screen.

The human chat page is broken down into distinct tabs on the left side of the screen:

  • Me: displays all conversations that you are handling and are open (i.e have not been resolved).

  • Unassigned: displays all conversations that no human agent has picked up. These are the conversations in which the end user is waiting for a human agent to take over.

  • Open: displays all conversations from all human agents or brains that have not been resolved.

  • Brain: displays all conversations that are being handled by brains and are still open (i.e have not been resolved).

  • Closed: displays all conversations from all human agents or brains that have been resolved.

  • Spam: displays all conversations that have been flagged as spam.

  • Trash: displays all conversations that have been deleted.


A human agent can take the following actions:

  • Reply to a conversation after selecting it from the left side of the screen.


    When you reply to a conversation, you automatically assign it to yourself. For example, if you send a message to a conversation that a brain is handling, then the brain leaves the conversation and the conversation gets assigned to you.

  • Attach a file and send it in a conversation.

  • Create and edit a quick response.

  • Resolve a conversation after you solve the user's request.

  • Assign the conversation to another human agent.

  • Update the user's information (name, email, address, phone number) by using the right section of the screen.

  • Tag a conversation.

  • Flag a conversation as spam or delete it.

The following demonstration shows how a new conversation appears in Unassigned and how a human agent can pick the conversation up and reply to the user.

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