Chats
Curious about what users are saying and how they interact with your virtual assistant? You’re in the right place.
The Chat section gives you a complete view of all conversations between your AI assistant and users. It's a powerful tool to monitor real-time interactions, analyze chatbot performance, and gather insights to improve the user experience.
Filtering and Consulting Conversations
Chat Details
This section collects and organizes every user conversation, offering essential details for each chat:
User ID – A unique identifier for every user, displayed with a pseudonym to protect privacy. You can rename this pseudonym by clicking the ✏️ icon.
Start Time – The exact date and time the conversation began.
User Email – If the experience is designed to capture it.
Chat Categories
You can browse conversations by the following categories:
All – Every chat, no filters.
Open – Conversations still ongoing or unresolved, possibly requiring human takeover (if enabled - see below for more details).
Closed – Completed chats that the assistant has handled autonomously.
Test – Chats created during platform testing or via the Preview AI feature.
Chats initiated from within the workspace (e.g., during testing) appear in the “Test” tab, while user-initiated conversations from live environments appear in “All.”
Available Filters
To simplify the search and analysis of chats, you can apply a series of filters. These filters allow you to quickly find the conversation you're looking for based on various variables:
Variables: Filter conversations by the value of one or more variables used in the interaction.
CSAT Score (Customer Satisfaction): Filter by score (equals, not equals, more than, less than).
CSAT Comment: Filter chats with or without user comments.
Feedback: Sort by user feedback (👍 or 👎: only positive, only negative, more positive than negative, etc.).
Agent/Workflow: Filter by which agent or workflow was involved in the conversation.
User Email: Filter chats with or without user email addresses.
Keyword: Search chats for specific words or phrases.
Handover: Quickly identify chats flagged as needing help from a human operator.
In Progress: Shows only the conversations currently handled by a human operator.
Date: View chats from a specific time range.
Sorting Options
You can sort conversations by:
Newest → Oldest
Oldest → Newest
User A–Z
User Z–A
Advanced Search
Looking for something specific? Use the keyword search to locate particular themes, user messages, or recurring issues across all conversations.
⭐️ Special Features
The Chats section of your workspace isn't just for browsing conversation history—it also includes two advanced tools designed to give you greater control and visibility: Human Takeover, Debugging, and the new Issue Tracker integration.
🤝 Human Takeover
Human Takeover allows your team to step into live conversations whenever human intervention is required. This is especially useful in complex or sensitive cases that go beyond what the virtual assistant can handle on its own.
AI Agents are great at managing most incoming queries autonomously, but there are always scenarios where a personal touch is needed—whether it's to reassure a customer, resolve an edge case, or provide high-priority support.
Once activated, your operators can:
Jump into active chats in real time.
Take over directly from the AI to assist the user.
View full chat history and user context for a seamless handover.
Operator availability
Whether a conversation can be handed over to your team depends on each operator's availability status. Operators set it from the avatar menu in the top-right corner of the platform:
🟢 Active — the operator is available, and handover requests can reach them.
Away — the operator is not receiving handover requests.
Keep in mind:
New operators start as Away. After logging in for the first time, an operator must explicitly set themselves to Active to start receiving conversations.
The status is saved on the server: it persists across page reloads and sessions until the operator changes it. An operator who is Active but closes the platform stops counting as available after a short while.
When no operator is available, users see the No Operator Available message configured in the Handover Block.
Interested in enabling Human Takeover? Contact our team to activate this feature in your workspace.
🛠 Debugging
The Debugging panel gives you a detailed, step-by-step breakdown of how a particular message was generated within the platform. It's an essential tool for anyone building and testing AI assistants.
When a conversation doesn’t go as expected, Debugging allows you to:
View which agent and workflow generated the message.
Trace the path taken through your workflow (including reroutes).
See how variables were handled and prompts were processed.
Understand any missteps in the response logic.
This feature is incredibly powerful for troubleshooting and optimizing your assistant's performance—without needing external support.
Learn how to make the most of this feature in our dedicated guide: Debugging.
🚩 Issue Creation
The Issue Tracker feature allows you to efficiently flag conversations needing improvement directly from the Chats section.
See the full feature reference: Issue Tracker.
Hover over any chat message to flag it as an issue. A dedicated panel appears, enabling you to quickly enter:
Issue Title: A concise summary of the issue.
Description: A detailed explanation of the problem.
Priority Level: Choose from Low, Medium, or Urgent.
Tags: Categorize the issue clearly (e.g., Bug, Improvement, API Error, Bad Tone of Voice).
Assignee: Assign the issue to a team member or your indigo.ai Customer Success Manager by default.
Visual Indicators: Messages flagged as issues are clearly marked within the conversation view, allowing immediate visibility.
Tracking and Resolution: All flagged issues are centrally managed within the dedicated Issue Tracker dashboard, offering full visibility into issue status (To Do, In Progress, Done, Review), comments, historical updates, and easy access to debugging information.
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