Chats

Individual chat pages provide detailed views of conversations, enabling businesses to analyze customer interactions, review AI agent actions, and understand conversation outcomes. They mirror the preview workspace but operate on live conversations, ensuring parity between what visitors saw and what operators can investigate.

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Chat Details

Each chat view displays the context operators need to triage quickly:

• Conversation type & metadata – Channel badge (chat, call, SMS, form), last activity timestamp, and call duration (when applicable).
• Agent attribution – Agent emoji/name plus any linked form so you know which funnel or entry point produced the exchange.
• Labels & statuses – Human assistance badge, performance qualification badge, and every auto/manual label applied to the thread.
• Contact panel – Renders the recognized contact’s name and contact ID, a blue shield with a check when their identity is verified, and a strip showing the goals your agents are pursuing for them, together with a shortcut button to open the full contact record.

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AI-Generated Summaries

When conversation summaries are enabled, businesses can access:

• Conversation title - AI-generated title summarizing the conversation topic
• Conversation summary - Detailed summary of key discussion points and outcomes
• Human intervention flag - Badge indicating when human assistance was requested
• Expandable summaries - Toggle to view full summary content

Summaries are displayed above the messenger preview, and the toggle preserves your preference per conversation.

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Conversation Tabs

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Events Tab

The Events tab lists every action your agent took during the conversation, newest first. It enables businesses to:

• Review agent actions - View every action the agent took
• Distinguish event types - Each event carries a badge: Tool for one of your agent’s tools (API calls, calendar bookings, emails), Procedure when the agent loaded one of your procedures, and System for built-in actions
• Monitor success status - Identify successful and failed actions, with the request, the response, and any error for each one
• View execution timestamps - Track when each action happened
• Navigate to details - Jump to a tool’s configuration with View tool
• See handoffs - Events marked Handed to the team show where the agent passed a customer’s request to your team as a goal, which View goal opens. The agent keeps handling the conversation
• Refresh event data - Manually update the list (5-second auto-refresh)

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Insights Tab

The Insights tab enables businesses to:

• View contact insights - Access all unstructured data collected about the visitor
• Track insight timestamps - See when each insight was captured
• Review raw insights - Unprocessed key-value pairs extracted from conversations
• Monitor insight updates - Automatically refreshes every 5 seconds
• Manually refresh insights - Force refresh of insight data

Insights are displayed as:

• Key-value pairs
• Timestamp of capture
• Read-only formatted text areas

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Messenger preview

The right-hand pane includes a read-only view of the messenger:

• Roles reversed – Messages render from the team perspective with the newest content at the bottom, matching the Inbox experience.
• Safe viewing – Inputs are disabled so operators cannot send messages accidentally, keeping the conversation timeline intact.
• Consistent layout – Height automatically adjusts if summaries are present, and voice/SMS/form transcripts are all normalized for easy scanning.
• Contact badges – Inline chips show associated contact and agent at a glance even while scrolling through long transcripts.

When a conversation reaches the maximum token threshold, the preview displays an overlay instructing operators to start a new chat, mirroring the visitor experience.

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Conversation toolbar

A toolbar appears at the top of each conversation so operators can take immediate action without leaving the Inbox.

• Label chips – Active labels are rendered as colored chips; click the inline × to remove one. Labels update instantly across the workspace.
• Manage labels – Select the Tag icon to open a full dialog of all active team labels. Check or uncheck entries to manually assign conversations to intents that matter for your business.
• Request human assistance – Toggle the concierge icon to mark the thread as requiring a teammate. Dimedove updates the conversation and triggers relevant automation such as notification emails or webhook events.
• Copy transcript – Export the entire conversation into your clipboard, including user/agent roles, with a single click for handoffs or compliance logging.
• Manual refresh – Reload both the transcript and tool call data while staying on the same page, useful during live escalations.
• More actions – The ⋯ menu at the end of the toolbar holds Pause or Resume, Confirm identity (when it applies), and Copy ID. It only shows the actions that apply to this conversation.

The toolbar works alongside automatic labeling so teams can override, enrich, or triage any conversation in seconds.

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Pausing the agent

When you want to handle a conversation yourself, pause the agent from the ⋯ menu. Pausing stops the agent in this conversation, and pauses the goals it is pursuing for the same contact and hands them to you. A new conversation with the contact, such as a new call or a new email thread, is still answered, and workflows and outbound campaigns are not paused. When you pause, you can optionally add:

• Reason: a short note (up to 300 characters) shown to your teammates.
• Resume at: a future time after which the agent answers this conversation again. The goals paused with it restart the next time the customer writes in, or when you choose Resume. Leave it empty to stay paused until you resume it yourself.

While a conversation is paused, a Paused badge appears at the top of the conversation, along with when the agent resumes if you set a time. Choose Resume from the ⋯ menu to hand the conversation back. The agent starts replying again, and the goals that were handed to you restart, including goals you took over from the Goals page. Goals you paused from the Goals page stay paused.

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Confirming identity

Your agents adjust what they share based on how sure they are about who they are talking to. A person who writes in from an unknown browser is treated differently from a caller whose number matches the contact on file. See Identity for how each level is reached. When you recognize the person, or have checked them against something only your team can see, choose Confirm identity from the ⋯ menu. The contact is then Verified in this conversation: the agent may use and state what you have stored about them, including notes and details marked sensitive. A verified contact shows a blue shield with a check next to their name on the conversation’s contact card. Confirm identity only appears when the conversation is linked to a contact who is not yet verified. If something already contradicted the person’s identity, for example someone else writing into a thread tied to one person, the contact card shows a red shield and the confirmation dialog warns you before you vouch for them. Any member of your team can pause, resume, or confirm identity.

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Tips for managing chats

• Use tabs strategically – Leave the Events tab open during troubleshooting so you can refresh events after adjusting tools, and switch to Insights when validating enrichment or labels.
• Apply sidebar filters first – Label/search filters in the left rail persist as you open chats, helping you focus on the right cohort.
• Jump to contacts – Click the contact badge in the header to inspect historical context or update attributes without losing your Inbox position.