Control Center
Handling a Conversation
Read the full history, see what the AI said, and start helping the customer.
When you open a conversation, the main area loads the complete interaction history — including what the AI agent said before escalation and messages from any other human agents involved.
Prerequisites
- You must have the Cc Agent, CC Admin, or CC Supervisor role.
- The conversation must be assigned to you or you must be invited as a participant.
Chat Header
At the top of every open conversation, you'll see:
- Customer name and avatar
- Online status — a colored dot (online, away, or offline)
- Participant avatars — profile pictures of everyone in the conversation
Reading the Message History
Messages appear in chronological order with:
- Day separators — divide the conversation by date (e.g., "Today", "Yesterday")
- Timestamps — next to each message
- Sender labels — AI agent messages show the agent's name, so you can tell what the AI said vs. what a human wrote
- Whisper labels — private messages are marked with an eye-off icon and "Whisper message"
Thinking Indicator
When an AI agent is composing a response, a "Thinking…" or "Processing…" indicator appears at the bottom of the chat. Wait for it to finish before replying, to avoid talking over the AI.
Copying a Message
- Hover over any message.
- Click the copy icon that appears.
- The message text is copied to your clipboard.
How Conversations Arrive
Conversations appear in your list when:
- An AI agent escalates a conversation that needs human help
- An administrator or the routing system assigns one to you
- Another agent invites you as a collaborator
Escalation and assignment updates happen in real time.