Everything an operator does day to day happens in two places: Queue (who needs you) and Chats (talking to them).
How do I pick up a conversation?
Queue shows two lists:
- Waiting Queue — visitors waiting for a person. Click Accept.
- AI Handled — chats the assistant is answering. Click View / Take over.
Two badges on the AI-handled list are worth acting on immediately:
- Wants a human — the visitor asked for a person.
- Frustrated · needs human — the assistant detected the conversation is going badly. See Returning visitors and frustration detection.
What is the "AI suggestion" above the composer?
A drafted reply, built from your knowledge base. You can Use it (drop it into the composer to edit before sending), Use As-Is (send it), or Dismiss it.
Editing a suggestion before sending is not wasted effort: those edits are captured as AI corrections, and you can turn a good correction into a Note so the assistant answers that way next time. See Answer gaps and AI corrections.
How do I take over a chat the AI is handling?
Open it and click Take over. The AI stops replying and the conversation is
yours. Visitors on Messenger, Instagram, and WhatsApp are told a person has
joined — you can customise that line under Settings → AI & Engagement →
Operator Joined Message, using {name} for the operator's name.
What can I do inside a chat?
- Reply, with file and image attachments.
- Insert a canned response — type
/in the composer, or click ⚡. See Canned responses. - Ask Copilot — summarize the chat, look something up, draft a reply. See Operator Copilot.
- Send the transcript to the visitor by email.
- Email the visitor directly.
- End Chat when you're done.
You'll also see, inline: whether the visitor has Seen your message, their reaction to a message, and — on translated chats — the original text behind the translation.
What does "Left" mean on a chat?
The visitor's chat window is no longer connected — they closed the tab or navigated away. The conversation still exists and you can still finish it; if you have their email, send the transcript or reply by email so your answer isn't wasted.
How many chats can I have open at once?
Up to your Max Concurrent Chats limit, set globally under Settings → AI & Engagement and per person under Operators. Once you're at your limit, new visitors go to the queue or to the AI rather than stacking on you.