Conversation
The Conversations feature provides a comprehensive interface to monitor, manage, and analyze all user interactions with your Copilot. It offers a three-panel layout that gives you complete visibility into conversation history, real-time chat monitoring, contact information, and detailed conversation analytics including sentiment analysis and performance metrics.
Conversation List (Left Panel)
The left panel displays all conversations with your Copilot, providing quick access to ongoing and past interactions.
| Feature | Description |
|---|---|
| All Conversations Dropdown | Filter and view conversations by different criteria. The total conversation count is displayed next to the dropdown. |
| Conversation Entries | Each entry shows the user's name (or "Anonymous User" if not identified), timestamp of the last message, and a preview snippet of the most recent message. |
| User Avatars | Visual indicators (purple circles with initials) help identify different users at a glance. |
| Active Selection | The currently selected conversation is highlighted, making it easy to see which chat you're viewing. |
Chat View (Center Panel)
The center panel displays the full conversation transcript of the selected chat, allowing you to review the complete interaction history.
| Feature | Description |
|---|---|
| Message History | View the complete conversation thread with timestamps for each message. |
| Message Formatting | User messages appear on the right with a light purple background, while AI agent messages appear on the left with a white background. |
| Date Separators | Conversations are organized by date (e.g., "Today") for easy navigation through long chat histories. |
| Message Actions | Each message has action buttons (like delete/edit) for managing conversation content. |
| Real-time Updates | Conversations update in real-time as new messages are exchanged. |
Taking Over Conversations
The Take Over Conversation feature allows human agents to seamlessly step into ongoing conversations when the AI Agent needs assistance or when a user specifically requests human support. This creates a smooth transition from automated to human-assisted support without disrupting the conversation flow.
| Feature | Description |
|---|---|
| Take Over Conversation | Allow a human agent to take over a conversation with the user in real-time. This feature enables seamless handoff from AI to human support. |
For the Take Over Conversation button to appear, ensure the Human Handoff feature is enabled in your Copilot settings.
Sentiment Analysis
The Conversations interface includes built-in sentiment analysis that provides:
- Real-time Sentiment Tracking: Monitor the emotional tone of conversations as they unfold
- Visual Indicators: Color-coded sentiment displays (e.g., green for positive, red for negative)
- Actionable Insights: Tips and suggestions based on conversation sentiment to help improve engagement
- Privacy: Sentiment analysis is only visible to you and your team, not to end users