Part of the AI assistant.
Two screens: People is who can take over, and Conversations is what
happened.
People
Invite the colleagues who can take a conversation. They sign in at their own address and see nothing else in your
account. Rows show whether someone is Online now, Away, Invited or switched off.
Until somebody is there, a visitor who asks for a person is offered an email reply instead.
The operator screen
- The conversation refreshes itself, keeping a half-typed reply, the caret and the scroll position
where they were. - Notifications on a phone, with no app to install. Each operator turns this on themselves with the
phone button on their own screen. On an iPhone the page must be added to the Home Screen first — Apple only allows
notifications for an installed page. - Two AI helpers — Suggest a reply with AI writes a draft; Rephrase mine with
AI tidies what you typed, with Put my wording back if you preferred yours. - Saved replies from Behaviour are one click away in the composer.
- Internal notes — switch the box to a note and only colleagues see it, marked in the thread as
“Internal note — the visitor cannot see this”. An index of them sits beside the conversation,
and anything collected at handover lands there. - It works on a phone, one panel at a time.
write back.
Blocking a visitor
An operator can Block visitor from the close bar, which also closes the case. The visitor is
not told: the chat behaves for them exactly as it does on a site with the assistant switched off,
because “you have been blocked” is an instruction to open a private window.
A block outlives the session and survives clearing cookies. Blocks are lifted — and only lifted — under
People → Blocked visitors. You cannot create one from the panel, and nothing is ever blocked
automatically.
office. Prefer blocking the visitor.
Conversations
- Waiting for a person — the queue. A reply here goes into the visitor’s chat
window; it is the same thread they were already in, not an email. If they have left, it waits for them. - What it could not answer — the questions your sources did not cover, most-asked first, each
with an Answer it button straight into
Knowledge. - Transcripts — filterable by outcome. Opening one shows each turn and which tools the
assistant used, so you can tell whether a product claim came from your catalogue or from the model.
A conversation survives following a link: the visitor keeps their history, and an operator holding the
case keeps it, as they move through the site.
Reporting
Analytics → AI Chat reports reach, conversations, messages, what it could not answer and what
was handed over. A campaign carrying the assistant reports the same figures on its own Performance step, measured against
the times that placement was shown rather than against site visits.