Managing sessions

The inbox shows all customer conversations across all your channels — website widget, WhatsApp, and Telegram — in one place. You can monitor what the AI is handling, step in when needed, and close resolved sessions.

Session statuses

Status	Meaning	Who responds
`ai_handled`	Bot is responding automatically	AI (no action needed from you)
`human_escalated`	Bot handed off; needs a human	Your team
`closed`	Conversation resolved	—

Viewing sessions

Chatbot → Inbox

Sessions are listed by last activity (most recent first). Use the status filter to focus on what needs attention:

Needs reply — sessions in human_escalated where no agent has responded yet
All open — ai_handled + human_escalated
Closed — resolved sessions for reference

Each session shows:

Customer contact name/identifier
Channel (widget, WhatsApp, Telegram)
Last message preview
Status badge
SLA timer (if escalated)

Viewing the conversation

Click a session to open the full message thread. Messages are in chronological order. Each message shows:

Role (customer, bot, agent)
Content
Timestamp
Model used (for bot messages) and latency

Taking over from the AI

When a session is human_escalated, the bot stops responding. You reply directly in the inbox:

Open the session
Type your reply in the input box
Click Send

Your reply is sent to the customer on the same channel they used (WhatsApp, Telegram, or widget). It appears in the thread as an agent message.

NOTE

While a session is human_escalated, the AI does not respond even if the customer sends additional messages. All messages are stored, but no bot reply is generated.

SLA timer

When the bot escalates a session to human, a 15-minute SLA timer starts. If no agent replies within 15 minutes, the timer breaches and the session is flagged in the inbox with a red indicator.

The timer is cleared automatically when:

An agent sends a reply
The session is assigned to an agent
The session is closed

Assigning sessions

To assign an escalated session to a specific team member:

POST /chatbot/sessions/:id/assign
Content-Type: application/json
 
{ "agent_id": "user_abc123" }

Or via the inbox: Session → Assign → [select team member]

Assigning clears the SLA timer. The assigned agent's name appears on the session card.

Closing a session

Mark a session resolved when the conversation is complete:

Open the session
Click Resolve
Optionally add a summary note

PATCH /chatbot/sessions/:id/resolve
Content-Type: application/json
 
{ "summary": "Customer asked about delivery time — confirmed 3-5 days." }

Closed sessions are read-only. The conversation history is preserved.

Pagination

The sessions list supports pagination:

GET /chatbot/sessions?status=human_escalated&limit=20&offset=0

Use offset to page through results. The response includes a total count.

Message pagination

Long conversations use cursor-based pagination. Load older messages by passing the earliest visible message ID as before:

GET /chatbot/sessions/:id/messages?limit=50&before=msg_01j...

The response includes has_more: true if there are older messages to load.