Use Chat Zone to review customer conversations, take over a reply, inspect interaction records, and test assistants. Available pages depend on your role and workspace configuration.
| Page | Purpose |
|---|---|
| Inbox | Review messages across connected channels and find the visitor you need. |
| Interactions | Inspect individual incoming requests, responses, and processing state. |
| Interaction Details | Follow the message and recorded workflow activity for one interaction. |
| Human Handover | Switch AI off with confirmation before sending a human reply, then restore it when ready. |
| AI Playground | Test assistant responses using a separate credit balance. Connected tools can perform real actions, and publishing settings updates the live assistant. |
| Analytics | Review available activity summaries and AI-generated conversation estimates. |
| Chat Features | Understand messages, attachments, visitor context, and channel differences. |
The legacy Leads page is hidden from normal navigation. Use visitor records, available analysis, and Data Stores for your current follow-up process.
For assigned support cases and ticket workflows, see Helpdesk.
Related video lesson
See how to review a conversation and take ownership before replying.