Live Chat: Monitoring and Responding
Use the Chat page to monitor live sessions and take over conversations from WhisperBot.
Updated: 29 May 2026
The Chat page is your central hub for monitoring live WhisperBot sessions and responding to customers in real-time.
Chat Page Overview#
Navigate to Chat in the sidebar. The interface is divided into a conversation list on the left and the active conversation view on the right.
List Modes#
- Active: Ongoing conversations. These are split into two sections:
- Assisted: Conversations where a human operator is involved or requested.
- Automated: Conversations fully handled by the AI WhisperBot.
- Past: Archived, completed conversations.
You can search conversations or filter the list to show a specific WhisperBot.
Taking Over a Conversation#
If you have Enable live chat turned on in your bot's settings, you can intercept and reply to customers directly.
Select a conversation
Select an active conversation from the list.
Take over the chat
Click the Take over button.
Respond to the customer
You can now type and send operator messages.
Leave the chat
When you are finished, click Leave chat or Return to AI to let the WhisperBot resume handling the customer.
Note: If another operator is already handling the chat, you will see a warning. You can still choose to "Take over again" if necessary.
Customer Status Indicators#
In the conversation view, you will see indicators regarding the customer's status:
- Customer is online / offline: Real-time websocket presence.
- Inactive warning: If it has been more than 5 minutes since the customer's last message, a warning will indicate they may no longer have the chat open.
Rating AI Messages#
To help improve the AI, you can provide feedback on past sessions.
Open a past conversation
Go to the Past tab and select a conversation.
Rate the messages
Use the Thumbs up or Thumbs down buttons on individual assistant messages to rate them.
Add a note
You can also add an optional note to explain your rating.