Conversations

Every interaction with your customers becomes a conversation in Hay. Learn how to view, manage, and take control of customer conversations.

What is a Conversation? #

A conversation is a complete interaction between a customer and your Hay agent. It includes:

• All messages exchanged
• Customer information
• Which agent handled it
• How it was resolved
• Any feedback or ratings

Viewing Conversations #

Conversations List #

Go to Conversations in the left sidebar to see all your interactions.

What you'll see:

• Title - Auto-generated summary of the conversation topic
• Status - Current state (Open, Resolved, Closed, etc.)
• Customer - Who you're talking with
• Channel - Where the conversation came from (Web, WhatsApp, etc.)
• Agent - Which AI agent handled it
• Last message - When the last activity happened

Searching and Filtering #

Find specific conversations quickly:

Search by:

• Customer name or email
• Keywords in the conversation
• Conversation ID

Filter by:

• Status - Open, Pending Human, Resolved, Closed
• Channel - Web, WhatsApp, Email, etc.
• Agent - Which AI agent handled it
• Date range - When the conversation happened

Conversation Statuses #

Understanding what each status means:

Opening a Conversation #

Click any conversation to see the full details:

Conversation Thread #

The main area shows all messages in chronological order:

• Customer messages appear on one side
• Agent responses appear on the other
• System messages (like "Agent joined") in the middle
• Timestamps on each message

Message Features #

For each AI response, you can see:

• ✅ Confidence score - How sure the AI was about its answer
• 📚 Sources - Which documents were used to generate the response
• ⏱️ Response time - How long it took to generate
• 👍 👎 Feedback - Rate the quality of the response

Conversation Info Panel #

On the right side, view:

• Customer details - Name, email, history
• Conversation metadata - Channel, start time, duration
• Agent info - Which agent handled this
• Playbook used - If any workflow was triggered
• Tags - Categorize conversations for later analysis

Taking Over a Conversation #

Sometimes you need to step in and handle a conversation yourself.

When to Take Over #

• Customer specifically requests a human
• Issue is too complex for AI
• Situation requires empathy or judgment
• Agent isn't providing good answers

How to Take Over #

1. Open the conversation
2. Click Take Over button at the top
3. Start typing your messages
4. The AI will stop responding automatically

What happens when you take over:

• Status changes to "Human Took Over"
• AI stops generating responses
• You can chat directly with the customer
• All your messages are logged

Exiting Takeover #

When you're done:

1. Click Return to AI or Close Conversation
2. If you return to AI, the agent resumes handling messages
3. If you close, the conversation is marked as resolved

Supervision Mode #

Want to watch the AI work without taking over? Use Supervision Mode.

What is Supervision Mode? #

• Watch the conversation in real-time
• See what the AI is about to say BEFORE it sends
• Approve or edit responses
• Step in only if needed

How to Use It #

1. Open an active conversation
2. Click Supervise at the top
3. When AI generates a response, you'll see it first
4. Approve to send it, Edit to change it, or Take Over to respond yourself

Perfect for:

• Training new agents
• High-value customers
• Sensitive topics
• Testing and quality control

Test Conversations (Playground) #

Practice and test your agent without affecting real customers.

Starting a Test #

1. Go to Conversations
2. Click New Test Conversation or enter Playground mode
3. Chat with your agent like a customer would

What's Different in Test Mode #

• ⚠️ Marked clearly as "Test"
• Messages send automatically (no waiting)
• Doesn't count in your analytics
• Perfect for trying different questions

Use playground to:

• Test new playbooks
• Try edge cases
• Train team members
• Show demos to stakeholders

Conversation Actions #

Export Conversation #

Save a complete record:

1. Click Export button
2. Choose format (PDF or text)
3. Download includes all messages, timestamps, and metadata

Perfect for:

• Sharing with team members
• Record keeping
• Training materials
• Compliance documentation

Add Notes #

Keep internal notes about a conversation:

1. Click Add Note in the info panel
2. Type your note (only visible to your team)
3. Save for future reference

Use notes for:

• Special customer circumstances
• Follow-up reminders
• Context for other team members

Tag Conversations #

Organize conversations with tags:

• Click Add Tag
• Choose existing tag or create new one
• Filter conversations by tags later

Tag ideas:

• "Urgent"
• "Refund"
• "Bug report"
• "Feature request"
• "VIP customer"

Managing Customer Messages #

Messages You'll See #

Customer Types:

• 💬 Regular message
• 📎 File or image attachment
• ⭐ Feedback or rating
• 🔄 Follow-up question

Agent Types:

• 🤖 AI response
• 👤 Human agent message
• ℹ️ System notification
• ⚠️ Error or escalation notice

Handling Attachments #

When customers send files:

1. Click the attachment to view
2. Download if needed
3. AI can read text in images and PDFs
4. Use context to provide better answers

Best Practices #

Reviewing Conversations #

Make it a habit to review conversations to improve your agent:

Look for:

• ✅ Great responses (what worked well?)
• ❌ Poor responses (what needs improvement?)
• 🔁 Repeated questions (add to your docs!)
• 😟 Frustrated customers (why did it escalate?)

Responding to Feedback #

When customers rate messages with 👍 or 👎:

• Read those conversations carefully
• Update documents if information was wrong
• Adjust playbooks if flow was confusing
• Add more examples for unclear topics

Following Up #

Even after AI resolves an issue:

• Check resolved conversations periodically
• Reach out to customers who seemed unsatisfied
• Turn common questions into documentation
• Celebrate wins when AI nails it!

Common Questions #

Can I delete conversations? #

Conversations are archived rather than deleted for compliance and learning purposes. Contact your administrator if you need to remove sensitive data.

How long are conversations stored? #

Based on your organization's settings. Typically conversations are kept for analysis and improvement.

Can customers reopen closed conversations? #

Yes! If a customer messages again on the same channel, Hay can either continue the previous conversation or start a new one.

What if two agents respond to the same conversation? #

Hay prevents this with a "locking" system. Only one agent (AI or human) can respond at a time.

Next Steps #

• Learn about Queue Management to handle escalations
• Explore Agents to customize your AI assistant
• Check out Playbooks to automate common workflows