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Conversations & Escalations

The Conversations tab for each site shows every conversation your AI Chat Agent has handled, and lets you follow up on the ones that need a human.

Reading conversations

Open your site → Conversations. Each row shows a preview, a status, the time of the last message, and the message count. Click any conversation to read the full thread.

You can filter by status:

  • All. Every conversation.
  • Escalated. Conversations the agent flagged for a human.
  • Resolved. Conversations you've closed out.

Conversation statuses are Open, Escalated, and Resolved.

How escalation works

A conversation is escalated when a visitor needs a human: they ask for a person, raise a billing or legal issue, or the agent can't confidently answer. When that happens:

  • The agent offers to take the visitor's contact details so your team can follow up.
  • When the agent offers to connect a visitor with your team, a Connect me button appears under its reply. One tap starts the same hand-off as asking for a person.
  • The conversation appears under the Escalated filter.
  • Your escalation contact is notified by email. The recipient is the per-site contact you set under Settings → General → Escalation contact. Whether the email is sent is governed by the Escalation created preference on your Account page: leave it on (the default) to receive these emails, or turn it off to stop them across all your sites while still recording each escalation.

The visitor's collected contact details (name, email, phone, whatever they shared) appear with the escalated conversation so you can reach back out.

Escalation happens in the visitor's language. If a visitor writes in Spanish, the agent asks for their details, confirms the hand-off, and labels the Connect me button in Spanish too. The email to your escalation contact stays in English, and the transcript shows the visitor's messages as they wrote them.

Setting your escalation contact

The escalation contact is configured per site under Settings → General → Escalation contact:

  1. Open your site → Settings → General.
  2. Fill in the Name, Email, and Phone (international format, e.g. +14155551234). All three are required.
  3. Click Save.

This is the person who gets notified when a conversation is escalated.

Resolving a conversation

When you've followed up, open the conversation and click Mark resolved. You'll be asked to confirm. Resolving moves it to the Resolved filter and clears it from your pending count.

Can visitors reach a real person live?

Not in real time. The agent doesn't hand off to a live human mid-chat. Instead, when a question needs a person, the agent escalates and collects contact details, and your escalation contact follows up directly. This keeps every visitor with a clear next step even outside business hours.

What's next