Support inbox and live chat handoff
How your team takes over a conversation from the AI, reads the full transcript and diagnostic context, and manages escalated chats from the support inbox.
Where escalated conversations land
When Panelbot hands a conversation to your team, it arrives in the live Chat Dashboard, which is included on every plan. This is the shared workspace where your staff pick up escalations, take over from the assistant, and work through the conversations that need a person. It is built so that whoever steps in has the full picture from the first second, without asking the customer to repeat themselves.
This page walks through the inbox, taking over a live chat, reading what the assistant already found, and the reports that show how your queue is doing.
The inbox
The inbox is the front door for your support team. Conversations are grouped so the ones that need attention rise to the top, and a queue health view gives you a quick read on how things stand right now.
You can filter the list to just your own conversations, the ones nobody has claimed yet, or everything across the team. A “needs attention” feed surfaces the chats waiting on a person, so nothing sits unnoticed. From the list you can assign a conversation to yourself, pick up an unclaimed one, and clear out the chats that are already resolved.
Because the dashboard is aware of who is online, it can route a live handoff to a member of your team who is actually at their desk. When someone is available, an escalated chat can move straight into a live conversation. When no one is, it is held as a ticket so it is picked up as soon as your team is back, rather than being dropped.
Taking over a conversation
Opening an escalated chat shows you the whole conversation as the customer experienced it, in one continuous thread. When you take it over, you step into that same conversation. The customer does not restart, re-authenticate, or re-explain the problem. From their side, they were talking to your company the whole time, and now a person is answering.
Once you have taken over, the assistant steps back and stays out of the way. You are the one talking to the customer. You can see when the customer is typing, reply directly, and hand the conversation to a colleague if it belongs with someone else. When you are done, you mark it resolved and it moves out of the active queue.
Reading what the assistant already found
The value of a handoff is in the context that comes with it. Alongside the message history, you can see the diagnostic work the assistant already did: the checks it ran and what they showed. That means the person taking over is not starting from a blank page. They can see whether the site responded, what the checks turned up, and where the assistant decided it needed a person, all before typing a single word to the customer.
If a conversation needs a closer look than your team can give it, you can escalate it to Panelbot’s own support for investigation. This is a deliberate, consent based step: you describe what you want looked into and confirm the data handling terms before the request is filed. Access is granted only when you ask for it, and it can be withdrawn again. Nothing about a conversation is opened up for review unless you choose to open it.
Reports
The reports view gives leads a read on how the support surface is performing over a date range you choose. It shows how many conversations were resolved without ever needing a person, how many were handled by your team, and how work was distributed across staff. Together these give you an honest picture of what the assistant is taking off your team’s plate and where people are still doing the heavy lifting, without exposing anything about individual customers.
Putting it together
The point of the dashboard is that a handoff feels smooth to the customer and stays organized for your team. The assistant does the routine diagnosis and then gets out of the way. Your staff take over with the full transcript and the checks already in front of them, so they can just help the customer instead of piecing the story back together. For the rules that decide when a conversation reaches this point in the first place, see how escalation works.
Related
- How escalation works for the four reasons a conversation is handed over.
- What your plan includes for escalations for what happens when nobody is online.
- Invite your team and set roles for giving staff access to the queue.
- Audit trail and accountability for the record behind every conversation you review.