Monitor active conversations in real time, take over from the AI, and hand control back when you're done.
Live Conversations
The Live Conversations dashboard gives your team a real-time view of every conversation happening on your site right now. You can watch the AI handle leads, step in when needed, and hand the conversation back to the AI once you're done.
Navigate to Admin Dashboard > Conversations > Live to open the view.
The Live Dashboard
The live dashboard shows a card for each active conversation. Cards update in real time as messages are sent and received.
Each card displays:
- Visitor name (or "Anonymous" if not yet captured)
- Current page — the URL the visitor is on
- Time active — how long the conversation has been running
- Lead score — updates in real time as the AI extracts qualification data
- Status badge — whether the AI is responding, the conversation is waiting, or a human has taken over
- Last message preview — the most recent message in the conversation
Click any card to expand the full conversation thread.
Filtering the Live View
Use the filter bar at the top to narrow the view:
- Status — AI Active, Awaiting Response, Human Takeover, Idle
- Score — show only conversations above a score threshold (useful during high-traffic periods)
- Page — filter by the page URL where the conversation started
Human Takeover
When a visitor needs more nuanced help than the AI can provide, a team member can step in and take over the conversation directly.
When to Take Over
Common scenarios for human takeover:
- The visitor explicitly asks to speak to a human
- The AI has reached its knowledge limits (e.g., a highly technical question)
- A high-value lead needs a personalized touch to convert
- The AI misunderstood the visitor's intent
Taking Over a Conversation
- Open the live conversation card for the visitor
- Click Take Over in the top-right corner of the conversation panel
- A banner appears in the widget: "You're now connected with a member of our team."
- Type your messages in the input field — they appear in the chat as your agent's name, not "AI"
While you are in control:
- The AI stops generating responses
- A Human Active badge appears on the conversation card for the rest of your team
- A system event is logged in the conversation timeline: "Human takeover by [your name] at [time]"
Team Visibility
When any team member takes over a conversation, the card in the live dashboard updates for everyone. This prevents two reps from responding to the same visitor simultaneously.
If a second rep tries to take over an active human-controlled conversation, they'll see a message: "[Rep name] is currently handling this conversation." They can request control or leave a note for the active rep.
Handing Back to AI
Once you've resolved what needed human attention, you can return control to the AI. The AI picks up with full context from the conversation — it knows what was said by both you and the visitor.
How to Hand Back
- In the conversation panel, click Return to AI
- A banner appears in the widget: "You're back with our AI assistant — let me know if there's anything else I can help with."
- The AI resumes from the current conversation state
What the AI Remembers
When you hand back, the AI has access to:
- Everything the visitor said before the takeover
- Everything you said during the takeover (it treats your messages as part of the agent's history)
- Any qualification data extracted before and during the human session
The AI will not re-ask questions that were already answered during the human portion of the conversation.
Requesting Takeover (Visitor-Initiated)
Visitors can explicitly request a human by saying things like:
- "Can I talk to a real person?"
- "I'd like to speak to someone from your team"
- "Connect me to a human"
When this happens:
- The AI acknowledges the request: "Of course — let me bring in a team member. One moment."
- Synaptiq fires a Human Takeover Requested notification to your team (email, Slack, or webhook — depending on your notification settings)
- The conversation card is flagged with a Takeover Requested badge in the live dashboard
- A team member clicks Take Over to connect
If no one takes over within 2 minutes, the AI sends a follow-up: "Our team is unavailable right now — I'll make sure someone follows up with you shortly." The visitor's information and conversation are saved for your team to review.
Configuring the Response Timeout
You can adjust the 2-minute window and the fallback message under Settings > Live Conversations > Takeover Timeout.
Conversation Notes (For Your Team)
While monitoring or taking over a conversation, you can leave internal notes that are only visible to your team — never to the visitor.
Click Add Note in the conversation panel to attach a note. Notes appear in the activity timeline on the lead's profile and are visible to all team members in the live view.
Use notes to:
- Flag the lead for a specific rep to follow up
- Add context visible only to the team ("this lead is from our Google Ads campaign")
- Record what you said during takeover so the next rep has full context
Next Steps