Managing Your Conversations in AgentKong
Introduction
The Conversations page is your central inbox for all communications handled by your AI agents or humans. Here, you can review conversations in real-time, take manual control when needed, troubleshoot AI behavior, and access detailed contact information. This guide will cover all the features of the Conversations page to help you effectively manage your lead interactions.
Navigating the Conversations Interface
The Conversations page is divided into three main sections for a clear and organized workflow:
Conversations List (Left Panel): This panel displays a list of all your conversations. You can scroll through to find contacts or use the search bar at the top to quickly locate a specific conversation.
Chat Window (Center Panel): When you select a conversation, the full message history will appear here. You can see all messages sent by both your AI agent and the contact in chronological order.
Contact Details (Right Panel): This panel provides key information about the selected contact, including their email, phone number, location, timezone, and the channel through which they are communicating (e.g., WhatsApp, SMS).
Core Features and How to Use Them
Searching for Conversations and Messages
To find a specific conversation: Use the "Search conversations" bar in the left panel. Type the contact's name or other identifying information to filter the list.
To find a specific message: Once inside a conversation, use the "Search messages..." bar at the top of the chat window. This allows you to find keywords or phrases within that specific chat history.
Reviewing Session Logs for Troubleshooting
Between messages, you will see expandable links labeled with the number of logs (e.g., ► 8 logs). These are session logs, which provide a detailed, technical timeline of your AI's actions.
What they are: Logs show every step the AI takes, such as "Agent Session Created," "AI Agent Used A Tool," or "Agent Received Message." This creates a transparent record of the AI's decision-making process.
Why they are important: If an AI agent isn't behaving as expected, these logs are the first place to look. Our support team will use these logs to diagnose and resolve any issues you encounter.
To view the logs, simply click on the link, and the detailed log entries will expand in place.
Taking Control: AI Agent vs. Human Mode
You have full control to pause the AI and take over a conversation at any time.
At the top right of the chat window, you will see a toggle switch. By default, it is enabled for the AI Agent.
To switch to manual mode, simply click the toggle. A confirmation pop-up will appear. Click Enable Manual Mode.
When this toggle is off (set to "Human"), the AI will be completely disabled for this specific conversation and will not send any further messages, even if its triggers are met. This allows you or your team to step in and chat directly.
To re-enable the AI, just click the toggle back on.
Managing the Assigned Agent
If an AI agent is actively managing a conversation, its name will appear at the top of the chat window (e.g., "Alisha").
To stop the current AI task: If you want to stop what the AI is currently doing for a contact but keep it active for potential future tasks, click the trash can icon next to the assigned agent's name. This will "kill" the current session without completely disabling the AI for that contact.
Sending Manual Messages
Even when the AI is active, you can send one-off manual messages.
At the bottom of the chat window, you will see tabs for Email, SMS, and WhatsApp.
Click the expand icon (two arrows pointing outward) on the far right of the message composition area.
Select the channel you wish to use, type your message, and click send. The message will appear directly in the conversation history.
Exporting Conversations for Support
If you need to share a conversation with our support team for troubleshooting, you can easily export the entire history and its associated logs.
Click the download icon located to the right of the "Search messages..." bar.
This will package the entire conversation and all its session logs into a single file.
Save the file and send it to our support team for a quick and accurate diagnosis.