Conversations & Ops

Three easily-confused surfaces

The platform has three distinct places conversations show up — worth disambiguating clearly:

• Ops (per agent) — a live triage queue for conversations that need a human, updating automatically. This page.
• ▶ Test drawer — your own private sandbox, not connected to real customers. See Playground & execution trace.
• Audit log — an admin-only, read-only history of governance events (uploads, deletions, PII detections, data erasure) — not a place you reply to customers from. See Data & privacy for what gets logged.

Using Ops

Open an agent's Ops tab. It defaults to "Needs attention" (conversations that are escalated or already claimed by a human), with "Open (AI)" and "Resolved" views alongside it. The queue refreshes automatically.

• Take over — claim a conversation from the AI. Once claimed, only you (the teammate who took it over) can reply in it.
• Reply — send a message directly to the customer.
• Resolve — close out the conversation.
• Reopen — hand control back to the AI.

If escalation is turned off in an agent's Settings, the AI will never populate "Needs attention" on its own — but you can still manually take over any open, AI-handled conversation from Ops at any time. Escalation being off only affects whether the AI chooses to flag a conversation, not whether a human can step in.

Reading transcripts elsewhere

Full per-customer conversation history with citations also appears in the History section of each agent's Analytics tab — useful when you want to review past conversations rather than triage current ones. See Agent analytics.