Conversations 

This interface displays a list of all past conversations between the chatbot and users. Each conversation is stored in full, from start to finish.

Conversation List

Displays conversations as cards.

Administrators can search for a specific conversation using keywords in the search box or by filtering based on labels assigned to each conversation.

Each conversation is assigned an ID for identification, and a single user may have multiple conversations.

Key Features

• Search Bar – Search conversations by keyword.

• Filter by Channel – e.g., Website / Messenger / Zalo OA, etc.

• Filter by Date Range.

• Filter by Labels.

In each detailed conversation view, you will find: Customer Information. Conversation Summary – Including sentiment analysis (Positive, Negative, Neutral). These insights are automatically generated by AI to summarize the dialogue and suggest suitable actions.

Labels

Labels are tags assigned to conversations, either automatically by AI or manually by the user, to categorize the content of each interaction.

There are three types of labels that can be assigned to a conversation:

• Default: Unread/Read, Important/Not Important

• Custom: Labels created by users to fit their specific needs (multiple labels can be assigned to the same conversation)

• Suggested: New, By current date

AI Auto-labeling: The AI system will automatically read the conversation content and assign default labels (e.g., Requires human support / Product consultation / Policy / General consultation) for classification purposes.

View/Add/Delete/Edit the chatbot’s AI labels in the Label Management section.

Conversation Mode

The chatbot supports two levels: Automatic Response (default) and Manual Chat.

Chat interruption: You can interrupt a conversation when an admin on Facebook/Zalo OA is chatting on the page.

Forward critical labels: Conversations that AI analyzes as "requiring human support" or negative sentiment will automatically be labeled, interrupted, and forwarded for manual handling by the admin, ensuring no important cases are missed.

Auto-reactivate AI:

• For conversations intervened on Facebook/Zalo OA fanpages, after the admin ends the manual chat, AI can automatically resume after a set time (e.g., 30 minutes from the last admin message).

• For websites, the admin must manually switch the mode in the admin dashboard.

Live Chat (Manual Conversation)

When direct intervention is needed, the admin can switch from AI’s automatic response mode to manual chat mode to interact directly with customers across multiple channels (website, Messenger, Zalo OA) by:

• Sending a direct message in the detailed conversation view - the chat will automatically switch to manual mode.

• Switching to manual mode first, then sending a message.

Conversation differentiation: The system automatically distinguishes between AI-handled chats and human-handled chats, giving admins a clear overview of automation performance and making it easier to route conversations requiring in-depth consultation or complex problem-solving.

Users & Customers

Users

• Displays all users who interacted in any chat session (including website visitors, Messenger, Zalo OA), whether identified or not.

• Each user will have a complete profile including personal information (if available), conversation history, viewed products, and visited website links — helping build detailed customer personas.

• To update user details, the admin can access the user profile and edit: name, email, phone number.

Customers

Stores all information submitted via forms, including:

• Contact form: Customer’s contact info and request content.

• Order form: Order details and shipping information.

• Website/Order survey: Customer feedback and ratings.

Admins can adjust the consultation status (e.g., In progress, Contacted, Closed deal) and export data in CSV/Excel for sales or marketing campaigns.

Note: If integrated with Gmail, any customer filling in the contact form will also trigger an email notification to the registered address.