If the AI Agent has had a conversation with a customer and then forwards the conversation, the entire conversation history can be read back.
Every message that the AI Agent and/or the customer sends in a chat can be read back. So also when a chat is forwarded to a team or to the general filter New.
You can also see the current AI Agent conversations. This way you can not only check how the AI Agent is performing, but you can also anticipate a conversation that is going to be forwarded. You can do this as follows:
- Select your AI Agent.
- Click on a conversation you want to view.
- If desired, you can take over the conversation from the AI Agent.
- Click on In conversation above the conversation.
- Select Assign to me.
- Or, select the Assign to me button in the text field.
In short, you can always read back the conversation history of a AI Agent conversation. You can do this both when the conversation has been forwarded and when the AI Agent is conducting the conversation.