Live Chat & Human Handoff
Conversation History
Last Updated: June 15, 2026Conversation History Conversation History allows you to review previous interactions between customers and your AI agents. Maintaining conversation records helps improve support quality, sales performance, and AI training. Access Conversation History Log in to ChatShiftAI. Open Conversations. Select any conversation record. You can review the complete interaction history. Information Stored Conversation records may include: Customer messages AI responses Human agent responses Lead information Conversation timestamps Channel source Why Conversation History Matters Conversation history helps businesses: Understand customer needs Improve support quality Train staff members Identify sales opportunities Improve AI accuracy Using Conversations for AI Improvement Review conversations to identify: Questions the AI could not answer Incorrect responses Missing knowledge base information Frequently asked questions Use these insights to improve training data. Search and Filtering Depending on your account configuration, you may search conversations using: Customer name Email address Phone number Date range Agent name Lead status Data Retention Conversation data is stored according to your account settings and applicable privacy requirements. Users remain responsible for compliance with local privacy and data protection regulations. Best Practices Review conversations weekly. Monitor unresolved issues. Update training data regularly. Use conversation insights to improve customer experience. Conversation History is one of the most valuable tools for optimizing your AI assistant over time.
Chat Attachments
Last Updated: June 15, 2026Chat Attachments Chat Attachments allow support agents to share files and resources directly with customers during conversations. Supported Use Cases Attachments can be used for: Product brochures User manuals Price lists PDF documents Support resources Marketing materials Sending an Attachment Open an active conversation. Click the Attachment icon. Select the desired file. Send the file to the customer. The file will appear within the chat conversation. Recommended File Types Common file types include: PDF JPG PNG DOCX XLSX Supported formats may vary depending on your current plan and integrations. Best Practices Use clear file names. Send only relevant documents. Keep files up to date. Avoid unnecessary large attachments. Security Considerations Before sending files: Verify document accuracy. Ensure files do not contain sensitive information. Confirm the customer is authorized to receive the information. Common Use Cases Sales Teams Product catalogs Pricing sheets Service brochures Support Teams User guides Setup instructions Troubleshooting documents Attachments help customers receive information instantly without leaving the conversation.
Human Takeover
Last Updated: June 15, 2026Human Takeover While AI can handle most customer questions, some situations require human assistance. Human Takeover allows support agents to step into a conversation and continue the discussion directly. How Human Takeover Works When enabled, support staff can manually join a live conversation. The AI pauses its responses while the human agent takes control. Common Use Cases Human takeover is useful for: Complex support requests Billing issues Custom pricing inquiries Escalated complaints High-value sales opportunities Taking Control of a Conversation Open Conversations. Select an active chat. Click Take Over. Begin responding directly to the customer. The conversation is now controlled by a human agent. Returning Control to AI After resolving the issue: Click Resume AI. The AI agent will continue handling future messages. Benefits Human takeover helps: Improve customer satisfaction Resolve complex issues faster Prevent customer frustration Increase conversion rates Best Practices Use takeover only when necessary. Review conversation history before responding. Maintain a consistent tone with your brand. Return control to AI after resolution whenever appropriate.
Monitor Conversations
Last Updated: June 15, 2026Monitor Conversations The Conversations Dashboard allows you to monitor all customer interactions handled by your AI agents in real time. Why Monitor Conversations? Monitoring conversations helps you: Improve AI performance Identify customer needs Discover new sales opportunities Detect inaccurate responses Improve customer satisfaction Access Conversations Log in to ChatShiftAI. Open AIChatAgent Dashboard. Navigate to Conversations. You will see active and historical conversations from all connected channels. Conversation Information Depending on your configuration, conversation records may include: Visitor name Email address Phone number Conversation history Lead status Channel source Conversation timestamps Real-Time Monitoring You can view active conversations as they happen. This allows your team to: Observe customer behavior Monitor AI responses Identify support opportunities Conversation Search Use search and filters to locate specific conversations. Examples: Customer name Email address Phone number Date range Agent name Best Practices Review conversations regularly. Monitor customer complaints. Identify unanswered questions. Update training data based on customer feedback. Benefits Conversation monitoring helps businesses continuously improve both customer support and sales performance.