Conversations
Manage customer conversations, take over from AI, and organize your support queue.
The Conversations view is where you manage all customer chats, take over from AI when needed, and keep your support organized.
Conversations are the heart of tahc — where AI and humans work together to help your customers.
What You'll Learn
- Managing Conversations — Navigate and organize your chat queue
- Human Handoff — Take over from AI smoothly
- Contacts — Track and manage customer information
- Privacy & Blocking — Handle unwanted conversations
Conversation Flow
Visitor clicks the widget and sends a message.
Your trained AI answers using your knowledge base.
AI offers human help when confidence is low or customer requests it.
Your team responds and continues the conversation.
Issue is resolved, conversation marked as closed.
Dashboard Overview
The Conversations page shows:
| Column | Description |
|---|---|
| Status | Open, Pending, or Closed |
| Visitor | Name/email if known, or visitor ID |
| Last Message | Preview of most recent message |
| Time | When the conversation was last active |
| Assignee | Team member handling (if assigned) |
Conversation Statuses
| Status | Meaning |
|---|---|
| Open | Active conversation, may need attention |
| Pending | Waiting for customer response |
| Closed | Conversation ended |
Quick Actions
From the conversation list:
- Click to open — View full conversation
- Mark as closed — End the conversation
- Assign to team member — Route to specific agent
- View visitor info — See customer details
Real-Time Updates
Conversations update in real-time:
- New messages appear instantly
- Status changes reflect immediately
- Team activity is visible
- No manual refresh needed
Next Steps
Managing Conversations for daily operations.
Human Handoff for taking over from AI.
Contacts to manage customer information.
Privacy & Blocking for managing unwanted chats.
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