--- id: "faq-10716" type: "faq" lang: "en" title: "How do I monitor conversations in real time and take over the chat from an AI employee when needed?" url: "https://binomai.com/faq/kto-analiziruet-dialogi-ii-sotrudnika-i-predostavlyaet-rekomendaczii-po-optimizaczii-bazy-znanij/" translation_group: "faq-9176" translations: ru: url: "https://binomai.com/ru/faq/kto-analiziruet-dialogi-ii-sotrudnika-i-predostavlyaet-rekomendaczii-po-optimizaczii-bazy-znanij/" markdown: "https://binomai.com/ai/ru/faq/kto-analiziruet-dialogi-ii-sotrudnika-i-predostavlyaet-rekomendaczii-po-optimizaczii-bazy-znanij.md" uk: url: "https://binomai.com/ua/faq/kto-analiziruet-dialogi-ii-sotrudnika-i-predostavlyaet-rekomendaczii-po-optimizaczii-bazy-znanij/" markdown: "https://binomai.com/ai/ua/faq/kto-analiziruet-dialogi-ii-sotrudnika-i-predostavlyaet-rekomendaczii-po-optimizaczii-bazy-znanij.md" published: "2026-10-19T19:46:35Z" updated: "2026-10-19T21:50:53Z" --- # How do I monitor conversations in real time and take over the chat from an AI employee when needed? *Updated: 19.10.2026, 21:50 UTC* To track conversations in real time and take over from the AI employee in the Binom AI platform, there is a dedicated tool: **Chats page**. Here is how this process works, according to the sources: ### 1. Real-time conversation monitoring - **Single window:** All customer messages from different channels (website, Telegram, WhatsApp, Instagram, Facebook, etc.) are collected in one interface. The operator does not need to switch between different apps. - **Live view:** You can open any conversation at any time and watch the AI employee reply to the customer in real time. - **Analytics:** The system shows the conversation ID, communication channel, tags, and quality check results from the Binom Examiner digital assistant. ### 2. Alerts when intervention is needed - **Sound alerts:** The platform supports sound notifications in the browser for new messages. - **Priority calls:** You can set up a separate sound alert for cases when **the customer asks to connect to a "live" operator**. - **Telegram messages:** Operational alerts about a request for manager assistance can be duplicated to a special Telegram bot for staff. ### 3. Taking over the conversation - **Pausing the AI:** To start communicating personally, the operator simply opens the conversation and **temporarily pauses the AI employee** (blocks its replies). - **Seamless handover:** The customer continues the conversation in the same channel where they started (for example, in Telegram), without noticing the technical switch between the bot and the human. - **Returning to automation:** After the issue is resolved, the operator can turn the AI employee back on, and it will continue working in normal mode. **Important detail:** If during a personal conversation you gave a precise answer that is not in the database, you can instantly save it as a new **knowledge card** directly from the chat page. The AI employee will remember it and use it in the future. --- ## Updated on 19.10.26 To monitor conversations in real time and take over from the AI employee, Binom AI has a [Chats](https://app.binomai.com/cabinet/binom/chats) section. The operator can see all conversations, take over a conversation at any time, and then hand it back to the AI. ## 1. Real-time conversation monitoring - **Single inbox:** all customer messages from different channels (website, Telegram, WhatsApp, Instagram, Facebook, and others) are gathered in one interface - [a single inbox for all channels](https://binomai.com/faq/kak-upravlyat-perepiskami-iz-raznyh-kanalov-v-edinom-okne-chtoby-menedzhery-ne-upustili-ni-odnogo-obrashheniya/). - **Live view:** open any conversation and watch the AI employee reply to the customer in real time. The "Since last message" timer shows how long the customer has been waiting. - **Summary:** the "Show summary" button gives a brief recap of a long conversation. ## 2. When you need to step in - The "Chat status" filter → "Manager connection required" shows customers who asked for a human. Meanwhile, the customer sees "Specialist is joining the conversation...". - Sound and email notifications about operator requests are set up in [Settings](https://app.binomai.com/cabinet/binom/settings) - [how to set up notifications](https://binomai.com/faq/how-to-set-up-notifications/). ## 3. How to hand a chat over to an operator 1. Open a conversation in [Chats](https://app.binomai.com/cabinet/binom/chats). 2. Click "Hand over to operator". The AI status will change to "AI blocked," and in the "Who is handling the conversation" filter the conversation will move to "Manager." 3. Type your reply in the field at the bottom. The customer will receive it in the same channel where the conversation started. ## 4. How to return the conversation to AI 1. Click "Return conversation to AI". The "Enable AI" window will open with a list of "Open conversation tickets." 2. If the issue is resolved, select the tickets and click "Enable and close." To only enable AI, click "Enable AI"; to only close the tickets, click "Close tickets." 3. The status will change to "AI active," and Binom will continue the conversation. What are tickets - [tickets in Binom](https://binomai.com/faq/chto-takoe-tiket-helpdesk-binom/). ## 5. How to save a good reply to the knowledge base Hover over a Binom message in the conversation and click the create card icon. The card window will open; edit the reply and click "Save" - the message "Card created successfully!" will appear. Binom will use this reply - [knowledge cards](https://binomai.com/faq/voprosy-i-otvety-dlya-chat-bota-kartochki/). ## Possible issues ### "Could not save the change. Please try again." The AI status did not switch. Refresh the page and click the button again. ### "Could not close: ... The list has been updated, AI remains disabled." Some tickets did not close, and AI was not enabled. Check the tickets in the window and try again. ### "Insufficient permissions" Access levels Owner, Admin, Editor and Operator can work with conversations; Viewer can only view chats. Ask the account owner to upgrade your access level - [team access levels](https://binomai.com/ru/faq/kak-raspredelit-obyazannosti-v-komande-s-pomoshhyu-pyati-urovnej-dostupa-owner-admin-editor-operator-viewer/). If the issue is not resolved, write to the Binom Technical Support widget in the bottom right corner of the dashboard or to support@binomai.com. Include the Binom name, chat ID or ticket number, and attach a screenshot. ## Other common questions ### How do I connect an operator to a chat with a bot? Open a conversation in [Chats](https://app.binomai.com/cabinet/binom/chats) and click "Hand over to operator." ### What does the customer see if the operator is not available? The message "Operator offline" - [operator working hours](https://binomai.com/faq/rabochee-vremya-operatora-offlajn/). ## What's next - [How to set up operator working hours](https://binomai.com/faq/rabochee-vremya-operatora-offlajn/) - [How to work with a ticket](https://binomai.com/faq/obrabotka-tiketov-statusy/) - [How to find the right conversation](https://binomai.com/faq/istoriya-perepiski-s-klientami-poisk-filtry/)