Conversation Lifecycle
How conversations flow from creation to resolution.
New Conversation
When a user sends their first message, a new conversation is created with status agent. The AI responds automatically using your knowledge base, custom answers, and product context.
Escalation
Escalation happens in three ways: (1) the user clicks the "Talk to human" button in the widget, (2) the user types a phrase like "I need a human" or "позовите оператора", or (3) the AI detects it cannot help and suggests contacting support. Once escalated, the bot stops generating AI answers. Follow-up messages are saved and forwarded to the support team. The widget shows a "Waiting for agent" banner.
Human Support
Support agents reply from the Conversations dashboard. The user sees replies in the widget. Agents can add internal notes visible only to the team. If a Zendesk integration is connected, a ticket is automatically created on escalation.
Resolution & New Session
When an agent clicks "Resolve" (or auto-resolve triggers after inactivity), the conversation moves to resolved. If the user sends a new message after resolution, a brand new conversation is automatically created and the AI agent takes over again — no stale context from the previous session.