Operator Panel

The Operator Panel lets human team members monitor live chats and step in when the AI needs assistance or a visitor requests a person.

Accessing the Panel

Navigate to Operator in the top navigation bar and look for the headset icon.

Panel Layout

The Operator Panel uses a split layout:

• Left Sidebar — List of active chat sessions with summon requests highlighted
• Right Panel — Full conversation view for the selected session

How Summons Work

When the AI encounters a situation it cannot handle confidently, it calls the summon-operator tool. This creates an alert in the Operator Panel. Summons typically appear when:

• A visitor explicitly asks for a human
• The AI determines it needs human guidance
• Complex situations exceed the AI's capabilities

Takeover Mode

When you take over a chat:

1. Click the Take Over button on a session
2. Your messages are sent directly to the visitor as part of the same conversation
3. The AI is paused and does not respond during takeover
4. When you are finished, click End Takeover
5. The AI resumes with context about what was discussed

During takeover, the visitor continues to see a single conversation experience.

Assist Mode

If the AI asks for help through a summon, you can respond privately in assist mode:

1. Type your answer in the Assist field
2. Your response is injected into the AI's context
3. The AI uses your guidance to continue the conversation
4. The visitor never sees your assist message

This is useful when the AI needs a specific piece of business context, such as pricing, availability, or a policy clarification.

Availability

Operator availability is managed automatically:

• When you have the operator panel open, you are marked as available
• When you close or navigate away, you are marked as unavailable
• The AI can check operator availability before summoning