Skip to main content

Agent Console

The agent console is where your team manages conversations that need human attention. Access it at webdialogai.com.

Conversation Management​

Queue & Pick-Up​

When the AI determines a handover is needed, conversations enter the queue. Agents see queued conversations and can pick them up:

  • View queue depth and average wait time
  • Pick up conversations in order or by priority
  • Queue stats available via the dashboard

Status Filtering​

Filter conversations by status:

  • AI Handling — AI is responding (no agent needed)
  • Pending Agent — waiting for an agent
  • Agent Assigned — currently being handled by an agent
  • Resolved — agent ended the conversation
  • Closed — visitor session ended

Agent Actions​

  • Reply — send messages to the visitor in real-time
  • Hand back to AI — transfer the conversation back to AI handling
  • End conversation — mark as resolved (triggers CSAT rating prompt for the visitor)
  • Typing indicators — visitors see when you're composing a response

Real-Time Chat​

  • Messages appear instantly
  • View full conversation history including AI responses
  • Typing indicators show when visitors are typing
  • System messages mark handover events, timeouts, and status changes

Product Cards​

Search and send product recommendations to visitors:

  • Search products — find items from your catalog within the conversation
  • Send product cards — attach product cards with images, descriptions, prices, and call-to-action buttons
  • Products come from your configured source (internal catalog or external API)

Order Tracking​

When order tracking is configured, the AI automatically handles order status queries. Visitors can ask about their orders and see order cards with status, items, tracking info, and delivery estimates — all without agent intervention. See the Order Tracking guide for setup instructions.

Visitor Timeout​

When a visitor is inactive while assigned to an agent:

  1. After the configured timeout (default 5 minutes), a warning is sent
  2. The visitor sees "Are you still there?" with Resume/End options
  3. If no response within 60 seconds, the conversation auto-ends and the agent is released

Timeout duration is configurable in Settings > AI Config.

Agent Status​

Manage your availability:

  • Online — available to receive conversations
  • Busy — temporarily unavailable (won't receive new assignments)
  • Offline — not accepting conversations

Status is broadcast to the team in real-time.

Notification Preferences​

Configure how you receive alerts for new conversations:

  • Push notifications — browser/PWA push notifications
  • Email notifications — receive email alerts
  • Quiet hours — set start/end times and timezone to mute notifications

Manage via Settings > Notifications.

Mobile Support (PWA)​

  • Access the full agent console from any mobile device
  • Install as a Progressive Web App for native-like experience
  • Push notifications for new conversations and handover requests
  • Share conversation deep links with team members