Chats & Human Support
View customer conversations, respond to human support requests, and analyze interactions with your Support BV
Chats & Human Support
Review all customer interactions with your Support BV. Monitor conversations, respond to human support escalations in real-time, improve responses, and save valuable exchanges to training data.
Quick Access
Navigate to Support BV → Conversations from your BrandVox dashboard to view all customer interactions.
Interface Overview
The interface consists of three main areas:
Conversation List: Browse all sessions with timestamps, message previews, and pagination. Filter between "All", "AI Agent", and "Human Support" conversation types.
Chat View: See complete message threads with user questions, Support BV responses, timestamps, feedback indicators, and AI model badges. For human support sessions, includes a real-time messaging interface.
Details Panel: View session metadata including user info, platform source (Web, WhatsApp, Instagram, Messenger, Telegram, Slack), location, contact details, and feedback statistics. Toggle session type between AI and Human Support.
Filtering Conversations
Use powerful filters to find specific conversations:
Conversation Type: Filter by:
- All: View all conversations (AI and Human Support)
- AI Agent: Only conversations handled by the AI
- Human Support: Only conversations escalated to human agents
Date Range: Filter by custom date periods. Available history depends on your plan.
Platform/Source: Filter by Web, WhatsApp, Instagram, Messenger, Telegram, or Slack.
Location: Filter by country or city to analyze regional patterns.
AI Model: Filter by Gemini, GPT, Claude, or Grok to compare model performance.
Feedback: View conversations with positive (👍), negative (👎), or no feedback.
Sort Order: Newest first (default) or oldest first.
Combine multiple filters and click Search to apply. Use Reset to clear filters.
Viewing Conversations
Click any conversation to view the complete message thread. Each message shows timestamps, and Support BV responses include AI model badges and feedback indicators (👍/👎) when provided by customers.
The details panel displays user information (name, email, phone), session metadata (platform source, location, session ID, timestamps), and feedback statistics.
Human Support
When users request to speak with a human agent, Support BV can automatically detect this and escalate the conversation to your team. Human agents can then respond in real-time through the Conversations interface.
How Human Support Works
User Requests Human Support
When enabled in the Action Map (via the Human Support node), the AI detects when users say things like "I want to talk to a human" or "connect me to an agent".
Automatic Escalation
The system immediately escalates the conversation and marks it as "Human Support" type. The user receives a customizable escalation message.
Human Agent Response
Your team members can view escalated conversations in the Conversations page by filtering for "Human Support" type and respond in real-time.
Responding to Human Support Sessions
When viewing a Human Support conversation, you'll see a real-time messaging interface at the bottom:
Agent Name Field: Enter your name (saved automatically for future sessions)
Message Editor: A rich markdown editor for formatting your responses with:
- Bold, italic, underline text
- Headings and lists
- Code blocks and quotes
- Full markdown support for professional formatting
Send Button: Delivers your message instantly to the user via WebSocket connection
Real-Time Updates:
- Messages appear immediately without page refresh
- User responses sync automatically
- Connection status indicator shows when you're connected
Switching Between AI and Human Support
You can manually switch any conversation between AI and Human Support:
- Open any conversation in the Conversations page
- In the details panel (right side), find the "Type" selector
- Toggle between "AI Agent" and "Human Support"
- The conversation immediately switches modes
Use Cases:
- Switch to Human Support when AI struggles with complex issues
- Switch back to AI after resolving human support needs
- Manually escalate high-priority conversations
Email Notifications (Coming Soon)
When conversations are escalated to Human Support, designated team members will receive email notifications with:
- User information and conversation context
- Direct link to respond in the Conversations page
- Configurable notification preferences
Best Practices for Human Support
Set Your Agent Name: Configure your display name when first responding so users know who they're talking to.
Monitor Regularly: Check the "Human Support" filter frequently for new escalations.
Use Markdown Formatting: Format your responses professionally with headings, lists, and emphasis for clarity.
Switch Back When Appropriate: Return conversations to AI mode after resolving complex issues.
Collect Context First: Enable lead forms in the Human Support node to gather user information before escalation.
Quick Response Time: Human support works best when team members respond promptly to escalated conversations.
Saving to Training
Improve your Support BV by saving conversations to training data.
Find Valuable Exchange
Identify a question-answer pair to save (good responses or those needing improvement).
Click Edit Icon
Click the Edit icon next to the Support BV response.
Review & Edit
Edit the question and answer if needed, add an optional title, then click Save.
What to save: Well-answered questions, struggles, common inquiries, and responses with feedback (edit negative ones first).
What to avoid: Sensitive information, duplicates, off-topic questions, test conversations.
Exporting Conversations
Export all conversation data (messages, timestamps, AI models, feedback, user info, location) in three formats:
CSV - Best for importing into other tools, spreadsheet analysis, database imports. Opens in Excel, Google Sheets, Numbers.
Excel (.xlsx) - Best for professional reports, advanced analysis, business presentations. Opens in Microsoft Excel, Google Sheets, Numbers.
JSON - Best for programmatic access, API integrations, custom data processing. Opens in code editors, JSON viewers.
Apply filters (optional), click Export dropdown, select format, and download.
Privacy
Exported data contains personal information. Handle according to privacy regulations (GDPR, CCPA).