Aksita.ai Tutorials
Human Agent

Human Agent Conversations

Manage customer conversations in real-time with a powerful split-view interface

What is Human Agent Conversations?

The Human Agent Conversations page is a split-view interface that allows you to monitor and manage customer conversations in real-time. You can view a list of active conversations in the left panel and a complete chat interface in the right panel - everything in one screen for maximum efficiency.

Split-View Interface

Conversations list on the left, chat interface on the right - everything in one screen for maximum efficiency.

Key Features

Conversations List
  • View all active conversations
  • Status badges (AI Active, Handled by You, Handled by Other)
  • Real-time updates via WebSocket
Takeover & Handover
  • Take over from AI agent
  • Hand back to AI
  • Transfer to another human agent
Template Support
  • Quick replies with templates
  • Type "/" to see templates
  • Keyboard navigation (↑↓ Enter Esc)

Getting Started

1

Access Conversations Page

From the human agent dashboard, click "Conversations" menu or access directly:

https://aksita.ai/human-agent/conversations
2

View Conversations List

In the left panel, you will see all conversations with information:

AI Active
AI is handling
Handled by You
You are handling
Handled by Other
Another agent is handling
3

Select a Conversation

Click on a conversation to view chat details in the right panel. The chat interface will display complete message history with user messages (right, blue), AI/Agent messages (left, gray), and system messages (center, yellow).

Takeover Process

1
Click "Take Over"

Open the conversation you want to take over, then click the "Take Over" button in the chat interface header.

2
System Message Appears

User will see message: "Human agent (Your Name) has taken over this conversation"

3
Message Input Activated

Textarea input and send button will appear. You can now send messages to the user.

Important!

After takeover, AI will not respond until you perform a handover. Make sure you are ready to respond to the customer.

Using Templates

Templates allow you to send frequently used messages quickly and consistently.

Open Template Dropdown

Type "/" (slash) in the message input:

/ → All templates appear
/gre → Filter matching templates
↑↓ → Navigate templates
Enter → Select template
Esc → Close dropdown

Edit and Send

After selecting a template, content will be inserted into the textarea. You can edit as needed or send directly.

Handover Process

Handover to AI Agent

Hand the conversation back to AI when you finish handling it.

  1. Click "Handover"
  2. Select "Handover to AI Agent"
  3. Click "Handover"
Transfer to Another Human Agent

Transfer conversation to another more suitable human agent.

  1. Click "Handover"
  2. Select "Transfer to Another Agent"
  3. Select agent from dropdown
  4. Click "Handover"

Best Practices

Quick Response

Take over conversations and respond as quickly as possible when users need human assistance.

Use Templates

Leverage templates to answer common questions faster and more consistently.

Proper Handover

Hand back to AI or transfer to another agent with clear transition messages.

Active Monitoring

Monitor the conversations list regularly to catch situations that require intervention.