You can monitor and barge into any conversation your AI Agents are having with visitors through Chatbots from within the Live Engagements section of your account.
Why use Monitoring and Intervention in Live Chats
- Real-Time Supervision: Identify immediate opportunities to either correct the AI or take over the conversation for specialized tasks, such as jumping on an instant call to close a hot lead.
- Strategic Intervention: If you notice a customer becoming frustrated or the AI Agent is struggling with a complex query, you can take immediate action to resolve the situation.
Live AI Agent Conversation Visibility
The conversations that you can monitor depend on the Team assigned to the AI Agent Interaction within a Chatbot. You will only see active chats that were broadcast to a team you are a member of.
How to Monitor and Barge into AI Agent Conversations
Follow these steps to navigate to Live Engagements and intervene in a conversation if necessary:
- Click Live Engagements in the top navigation bar.
- Select Active Calls and Chats from the left-hand menu.
- Expand AI AGENT CHATS in the left pane.
- Select the conversation you wish to monitor.
- Optional: Click Barge in at the top of the middle pane to take over the conversation.
