Human Agent Dashboard
Manage conversations, take over from AI, and provide direct support to users
What is Human Agent Dashboard?
Human Agent Dashboard is a specialized interface for customer support teams that allows human agents to monitor AI conversations, take over when needed, and provide direct support to users. It combines the power of AI automation with human touch for superior customer service.
View all ongoing conversations in real-time
Take over conversations from AI with one click
Transfer conversations to other agents if needed
Prerequisites
You need a Human Agent account created by admin. Contact your administrator to get login credentials.
There must be an active AI agent serving users.
Accessing Dashboard
Open Dashboard URL
Access Human Agent Dashboard through the special URL:
https://yourdomain.com/human-agent/loginLogin with Credentials
Enter the email and password provided by your administrator.
Human Agent credentials are different from regular user credentials.
Dashboard Opens
After successful login, you will see the dashboard with a list of ongoing conversations.
Understanding the Interface
Conversation List
Left panel shows all ongoing conversations with information:
- User name/ID
- Serving agent
- Conversation start time
- Status (AI or Human)
Chat Panel
Right panel shows conversation details with features:
- Complete message history
- "Take Over" button
- Form to send messages (after takeover)
- Handover/transfer options
Status Indicators
AI is handling
Human agent handling
Waiting for response
Key Features
Real-time Updates
Dashboard uses WebSocket for real-time updates:
- New messages appear automatically
- Status changes instantly
- Notifications for new conversations
Search & Filter
Search and filter conversations easily:
- Search by user ID/email
- Filter by agent
- Filter by status
Quick Actions
Quick actions for work efficiency:
- One-click takeover
- Template responses
- Quick transfer
Analytics
Team performance statistics:
- Number of takeovers
- Average response time
- Conversations per agent
Best Practices
Keep dashboard open to receive real-time notifications about conversations requiring attention.
Takeover and respond as quickly as possible when users need human assistance.
Leverage template responses to answer common questions faster.
Hand back to AI or transfer to another agent with clear transition messages.