Why it matters
Filtering by AI agent helps you monitor how AI-driven conversations are being handled, review AI agent performance, and understand where human intervention may be needed. This view provides visibility into conversations currently managed by AI agents and supports effective oversight and handoff to human users when required.
Key Concepts
AI agent view: A filtered inbox view showing only the conversations assigned to a specific AI agent.
Conversation filters: Options that allow you to view Open, Automated, or Closed conversations within that AI agent’s inbox.
Action icons: Buttons beside an AI agent’s name that allow you to start new conversations or initiate calls handled by that AI agent.
Step-by-Step: Filter by AI Agent
Open the Omnichannel Inbox.
In the side menu, click AI Agents.
A dropdown list displays all AI agents in your organisation.
Select the AI agent you want to view.
The inbox updates to show only conversations assigned to that AI agent.
Step-by-Step: Apply Conversation Filters
Stay within the selected AI agent’s view.
Use the filter options at the top of the inbox.
Select Open, Automated, or Closed to refine the list.
Step-by-Step: Start a New Conversation from the AI Agent View
Locate the purple pencil icon beside the AI agent’s name.
Click the icon to start a new conversation.
The conversation is created and assigned directly to the selected AI agent.
Step-by-Step: Start a Call from the AI Agent View
Click the phone icon beside the AI agent’s name.
Select the channel you want to use for the call.
Proceed with the call setup.
Tips and Best Practices
Use the AI agent view to monitor conversations handled without human involvement.
Regularly review Automated conversations to confirm AI agents are behaving as expected.
Combine AI agent filtering with status filters for clearer insight into conversation states.
Use this view to identify when conversations should be reassigned to a human user.
Troubleshooting
Issue | Possible Cause | Fix |
AI agent list not visible | Permissions do not allow access to AI agent filtering | Ask an administrator to update your permissions |
No conversations shown | The AI agent has no active assignments or filters are applied | Clear filters or verify AI agent assignment |
Call cannot be started | Channel not selected or permissions missing | Select a valid channel and confirm call permissions |