3.9. Operator
What is an operator panel?
The operator panel is the hub for interacting with your customers, where the agent acts as a first-line responder across the channels you have connected. You can securely view conversation history and receive dialogue suggestions.
Transfer to an operator
The transfer to an operator is performed automatically by the agent itself when it cannot find suitable information in the knowledge base or execute an action using connected tools. Operator escalation can also be configured based on keywords (see the "Agent Configuration" section for details).
Additionally, an operator can take over the conversation from the agent (see information below).
Viewing agent conversations
An operator can view conversations where the agent did not require supervisor assistance. The operator can also manually take over such a conversation if they believe the AI agent is making errors, wish to clarify details, or want to personally guide the client to a resolution:
Operator Assistant
Agents can receive assistance during a conversation in two formats: AI Coach and an explanation of the answer.
The first format (AI Coach) involves an analysis of the entire conversation, offering tips on what is going well and what could be improved.
The second format provides an explanation of the AI's response in a given situation. This is useful for identifying errors in the configuration of AI agents.
Please note that these functions also consume your credit allowance.
Follow-ups
With the follow-up feature, an operator can schedule a response to be sent to the user after a specific interval. For instance, this is useful when a client has stepped away to verify information; instead of the operator waiting for the user to return, the AI can automatically reach out after a set time to ask how the information gathering went, thereby re-initiating the conversation.
You can also configure automatic follow-ups for agents. To do this, go to the agent settings and enable this feature (read more in the "Agent Settings" section).
Please note that automatic responses consume your package allowance just like standard AI responses.
Omnichannel
The operator panel displays conversations not only from widgets but also from connectors (such as your Telegram bot). You can filter messages by source type.
If you want to keep data separate, create agents in different projects.
Security
All conversations and stored user data are protected by post-quantum encryption. To ensure regulatory compliance, full auditing is conducted in accordance with GDPR (for European countries) and Federal Law No. 152-FZ (for Russia). Additionally, personal data is masked before reaching the final model to prevent leaks, in line with OWASP standards. For more details, please refer to the "Security" section.