AI conversation monitoring

What the monitoring view contains

• The live visitor and AI transcript in message order.
• Link cards, handoff cards, follow-up prompts, and other supported conversation records.
• Captured visitor name, email, and phone as they become available.
• Built-in and custom labels matched during the conversation.
• The handling Stand-in’s identity and controls for human participation.

Watching without joining

Selecting an AI conversation subscribes the dashboard to its current messages and state. The AI remains the active responder while the rep reads. The visitor does not see a system event merely because a rep opened the conversation.

This makes monitoring different from takeover: no human assignment or visitor-facing identity change occurs merely from reading. Use one of the handoff controls to participate.

Notifications while AI is handling

AI-handled conversations have their own notification preference. Ordinary visitor-reply alerts intended for a rep’s human assignment are not a guarantee that every AI message will notify every member.

Custom signal and Product Discovery notifications follow their own plan and skill settings. A rep can therefore monitor the AI list without enabling every alert type.

Available next actions

Availability and boundaries

• AI conversation monitoring is included on every plan.
• The live list contains conversations associated with the signed-in member; it is not an organization-wide inbox. An owner’s Team scope in History applies to completed records, not to this live list.
• Monitoring is for live sessions; completed records move to Conversation History.
• Viewing does not authenticate the visitor or make private page context visitor-visible.

Related features

• AI-to-human handoff — A rep can move an active AI conversation to human handling without starting over. The dashboard offers immediate takeover or an invitation that waits for the visitor to accept.
• Conversation History — History is the searchable record of completed human and AI conversations, including their transcripts, captured outcomes, origin, timing, and assigned responder.
• Custom conversation signals — Custom conversation signals let an organization define the kinds of customer evidence a Stand-in should recognize. A matched signal adds a searchable label with supporting context and can alert the Stand-in owner on the first match.