Part B · The screens
B.4Live chats
The website conversations happening now. Anyone on the team can join one and answer the visitor themselves; the AI pauses for that visitor until the chat is handed back.
- No.
- B.4
- Dashboard address
- /live-chats
What you can do here
Each core task, and how many clicks it takes from this screen.
| Task | Clicks | How |
|---|---|---|
| Join a live chat | 1 | Join chat on Today's live-chats line (or Live chats → Join chat, 2). The visitor sees that a person from DMA has joined. |
| Answer the visitor | 0 | Type and press Enter; the message appears in the visitor's chat at once. |
| Hand the chat back to the AI | 1 | Hand back to AI. After 10 minutes without messages it is handed back automatically. |
How it works behind the scenes
- The list shows each open chat: the visitor (or the company, once known), the account's tier, the latest line, flags such as an open escalation, and the last activity.
- Joining records the takeover on the conversation and pauses the AI for that visitor only; the other chats carry on.
- Every message keeps who wrote it (the AI, the visitor or the person from DMA) and a trace id, so the conversation can be replayed on Observe.
- Messages are stored encrypted in the bridge database.
Rules and switches that apply here
- The AI stays silent while a person is in the chat, and resumes on hand-back or after 10 idle minutes.
- Kill switches: pausing "Website chat autonomy" or the "Website chat channel" makes the widget show a contact form instead of AI replies.
The tables behind it
PK primary keyFK reference the database enforces (solid line)ID reference kept by id (dashed line)
| Table | What it holds | Columns |
|---|---|---|
| conv.conversations | Each chat, with its stage and the moment a person took it over. | 22 |
| conv.messages | Every line, encrypted, with who wrote it. | 21 |
How the tables connect (5)
| Column | Points to | Kept by |
|---|---|---|
| conv.conversations.agent_version_id | agent.agent_versions | The application (by id) |
| conv.messages.conversation_id | conv.conversations | The database (foreign key) |
| conv.messages.participant_id | conv.participants | The application (by id) |
| conv.messages.decision_id | ctrl.decision_log | The application (by id) |
| conv.messages.agent_version_id | agent.agent_versions | The application (by id) |
The screen
localhost:13301/live-chats
1 / 3Live chats: every open website chat.
- 1Who the visitor is, as far as known.
- 2The latest line.
- 3Join in one click; the AI pauses for that visitor.
Dashboard · Live chats. Captured from the running POC on September 25, 2026; synthetic data.
See it live
Opens the screen in the running POC, in a new tab.
| Open | Where | What to try |
|---|---|---|
| Live chats | DMA AI dashboard | Open the demo site's chat in another window, then join it here. |