Chapter 10
Conversations
Conversations is where you review every customer chat with your assistants on the website, API, Facebook or Zalo. The list is on the left, the transcript on the right; the list refreshes every few seconds and highlights new or updated conversations.
Three videos: reading and filtering conversations; taking over a live conversation to answer the customer yourself and handing back to the AI; handling flagged conversations and deleting.
3 videos · 5:32
List and transcript on one screen: each card shows the customer, last message, channel, assistant in charge and days left in retention; open it to read every message with time, sentiment and response time.
Use it when: Checking how the assistant answers customers, finding a past exchange, or seeing how customers react per channel.
Steps
- 1Open Conversations in the sidebar. The heading shows the total count; list on the left, transcript on the right.
- 2Each card shows the customer name, last message, channel label (Web, API, Facebook, Zalo), assistant and N days left: retention depends on your plan, higher plans keep chats longer.
- 3Click Filters: Date range, Sentiment (Positive, Neutral, Negative), Channel, Assistant. Clear filters returns to the full list.
- 4The Search conversations box filters by customer name or message text across the loaded conversations.
- 5Open a conversation: the header shows status, the conversation ID (copy it to send to support), overall sentiment, channel and assistant.
- 6In the transcript the customer is on the right, the assistant on the left; under each message: time sent, sentiment, response time and a message ID.
Good to know
- Filters and search apply to the conversations already loaded in the list.
- The Warnings tab counts flagged conversations and the Take over button has its own video next.
Outcome: You can find the right conversation and read each message: who said what, when, with what sentiment and how fast the assistant replied.
Take over pauses the AI in one conversation so you answer the customer yourself; every other conversation stays with the AI. After five minutes of inactivity the AI resumes, or you click Hand back to AI.
Use it when: A customer asks something the AI cannot fully answer (a custom quote, a special case) and you want to talk to them directly.
Steps
- 1While a customer chats on your website, the conversation pops to the top of the list with an unread mark. Open it.
- 2Click Take over in the top-right corner. The banner You are in control — AI paused appears with a timer, Auto-resume in 5:00; the reply box opens at the bottom.
- 3Type your reply and press Enter. Your message shows in green with a headset icon, distinct from the AI; every message you send resets the timer.
- 4On the customer's side your reply appears instantly in the chat window like any other message; they answer and you see it right away.
- 5When done, click Hand back to AI: the banner disappears and the assistant answers from the customer's next message.
Customer: Tôi muốn hỏi về gói Enterprise cho 200 nhân viên
You: Chào anh, em là Tuệ từ StepX. Gói Enterprise cho 200 người em sẽ gửi báo giá riêng, anh cho em xin email nhé.
Good to know
- If you keep taking over for the same question, add that answer to Knowledge or a Condition so the AI handles it next time.
Outcome: You can step into a conversation at the right moment, answer by hand and hand back to the AI without affecting other chats.
StepX scans for rude or threatening language: such conversations get a red Warning label and are counted in the Warnings tab. Mark them handled after review; delete test or junk conversations.
Use it when: The Warnings tab shows a count, or a round of testing left junk conversations behind.
Steps
- 1When a customer sends something rude or threatening, the conversation surfaces with a red Warning label and the Warnings tab count goes up.
- 2Click the Warnings tab and open the conversation: a red banner explains why and the offending message is flagged (Rude, Threat) under its bubble. A turn the content filter blocked entirely reads Message blocked by the content filter instead of staying blank.
- 3After reviewing, click Resolve warning and confirm to mark it handled; it leaves the Warnings tab, and Reopen warning brings it back if needed.
- 4Delete one conversation: the three-dot menu top right, Delete conversation, confirm. Every message is removed permanently; there is no undo.
- 5Clean up in bulk: tick several cards or Select all, click Delete selected and confirm.
Good to know
- Conversations you keep expire on their own after the plan's retention period, shown as N days left on every card.
Outcome: You can handle flagged conversations and keep the list clean; you know what to delete by hand and what expires on its own.