View and manage AI Agent conversations

Last updated: September, 2026

Community admins have access to the AI Inbox, which provides visibility and control over every conversation AI Agents have with members. This article walks you through the steps to view conversations, filter and sort them, pause AI responses, and take over conversations when needed.

The AI Inbox provides a centralized view of all conversations between AI Agents and community members, making monitoring and managing interactions easy.

To access the AI inbox:

1. Click Inbox in the left sidebar.

2. Under the Shared section, navigate to the AI inbox.

• In the left sidebar, you’ll see a list of member names currently engaged in conversations with agents. If a member has multiple conversations (with the same or different AI Agents), these appear under their member name in the sidebar. 

• Use filter and sort options to narrow down the list (detailed below).

• Click a member’s name to view their conversation with the AI Agent.

• Use the collapsible right sidebar (you can expand or collapse it using the icon at the top right corner of the conversation window) to view the member’s profile for additional context.

• Unread conversations: A dot appears next to conversations you haven’t yet viewed in the AI Inbox. Note that no notifications are sent to admins for unread messages, so regular checks of the inbox are suggested if you want to monitor conversations.

• AI Paused conversations: A “Paused” indicator marks conversations where the AI Agent is paused. Additionally, in the community settings sidebar, an indicator on the AI Inbox settings icon displays the count of unread paused conversations, alerting you to interactions that may require manual review or intervention.

To streamline your view and focus on relevant interactions, you can utilize filtering options via two dropdown menus at the top of the left sidebar:

• Status filter: Choose from All, Unread, or AI Paused to focus on conversations in specific states.

• Agent filter: Select a specific AI Agent or All agents to view conversations handled by a particular agent or across all agents.

You can organize conversations by selecting either the latest or the oldest from the sort options. This allows you to prioritize recent interactions or review older ones.

To do so, click the Sort icon at the top and select your preferred option.

To quickly locate a specific member’s interactions, use the search bar located above the left sidebar. Enter the member’s name to pull up all conversations they are having with AI Agents.

Pausing AI responses allows admins to intervene in conversations when human oversight is needed, providing flexibility to balance automated efficiency with personalized support.

AI Agents can be paused in two ways: manually by an admin or automatically based on predefined keywords configured in the system settings.

You can pause an AI Agent at any point, halting its replies indefinitely. This is particularly useful in scenarios such as:

• When a member’s question requires nuanced human judgment or detailed expertise that goes beyond the AI’s capabilities.

• When conversations involve delicate or sensitive issues that are better handled by a human to ensure empathy and appropriateness.

You can manually pause the agent responses in two ways:

• To pause responses without responding to the member for the time being, select the Pause AI button at the top of the conversation. 

• You can also write your response in the messaging field, and then click the dropdown menu next to the Send icon and select from one of the pause durations.

The AI Agent’s responses will be halted, and a visible AI Paused indicator with a horizontal divider will appear within the conversation. See the Engaging with members in agent conversations section below for guidance on responding.

The AI Agent can be configured to pause automatically when a member’s response contains predefined keywords set in the Pause AI Settings. 

When triggered:

• The AI Agent sends a handoff message to the member.

• Automated responses pause indefinitely for that conversation.

• The conversation is marked as AI Paused.

You can review the conversation and use the messaging field to respond to the member directly. For more details on responding, see the Engaging with members in agent conversations section below.

You can seamlessly step into any conversation to provide personalized assistance, ensuring members receive the support and guidance they need. This allows you to balance AI efficiency with human empathy and expertise.

Here’s how to respond to a member and take over a conversation:

1. Compose your message: In the conversation, type your response to the member’s query or context in the message field.

   • Type @ followed by the member’s name to link their profile. The member can click the linked name to view their profile. Note that mentioning a member here does not send them any notification; this is for referencing purposes only.

   • To format the text, highlight it to reveal a formatting toolbar. Apply options such as bold, italic, strikethrough, underline, and hyperlink using respective icons.

   • Note that you cannot attach media and files at the moment.

2. Choose a send option: After writing your message, select one of the following actions to proceed:

   • Send and pause AI for five minutes: Press the Enter key or click the Send icon to deliver your message. This pauses AI by default for five minutes.

   • Send and pause AI for a specific duration: Click the dropdown menu next to the Send icon and choose a pause duration: 5 minutes, 15 minutes, 1 hour, or indefinitely.

     • Selecting a time-limited pause ensures the AI automatically resumes responding to new member messages once the specified period elapses, streamlining the transition back to automated replies. This option is perfect for quick interventions where AI can resume handling the conversation afterwards.

     • Selecting the indefinite option pauses AI responses until you manually resume them or until you send another response and choose a different time period for pausing AI.

After sending your message, the conversation remains in the inbox, marked as "AI Paused" until resumed. If you are sending another response to the member, make sure to choose your preferred pause duration.

When an AI Agent is paused, you can restore its functionality at any time to allow it to continue handling member queries.

To resume, click the Resume AI button at the top of the conversation window. The agent will then respond to any new messages from the member using its knowledge.

Note that if a member asks a follow-up question related to a previous admin-led conversation, the agent may not be able to respond accurately if the relevant information is not available in its knowledge.