Chat Management
Manage active, queued and resolved conversations across your team.
Overview
Chat management covers how conversations move from bot to queue to agent to resolution, and how Agent Admins keep the whole board healthy from Chats and the related Settings pages.
Active vs queued conversations
Queued conversations are waiting for an agent; active conversations are claimed and in progress. Agent Admins can see both across the team.
Routing rules
Routing decides which agent or team a handed-off conversation goes to, based on availability, department and the rules you set. Configure them under Settings → Routing Rules; the Handover to Agent node in a flow can target a specific department.
Business hours & oversight
Set your team’s operating hours under Settings → Business Hours so routing and expectations match when agents are online. Agent Admins can monitor live activity and workload from Settings → Agent Oversight.
Transferring conversations
- Open the conversation and choose Transfer.
- Pick a target agent or team.
- Add a note so the next agent has context.
Chat logs & history
Every conversation is logged with its full transcript, including the bot portion, so agents and admins can review what happened end to end. Administrative actions are recorded separately under Activity Logs.
SLAs & priorities
Service-level targets surface urgent conversations first so nothing waits too long. When an SLA is at risk, B6AI raises an SLA breach warning (see Notifications).