Miscellaneous

Miscellaneous

Session Window — Additional Features

This document introduces key productivity tools available in the session window to help agents resolve customer issues faster and with higher quality.

1. AI Summary

When a human agent takes over a conversation, use AI Summary to quickly understand what has been discussed so far, saving time and ensuring context continuity.

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2. Resolve

When a conversation has finished and the customer has no further questions, use Resolve to summarize and close the session.

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  • The session will be moved to the "RESOLVED" group.
  • If a session receives no new customer messages for over 60 minutes, the AI will automatically set the session to "RESOLVED".

3. User Information

The right-side customer profile panel provides:

  • Customer profile details
  • Manual tags added by agents
  • AI-generated smart tags based on the current conversation
  • Session notes at the bottom for internal reference

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4. Magic Rewrite

If you are unsure how to reply, use Magic Rewrite to instantly generate a clearer, more professional response. ScreenShot_2026-01-24_145609_016.png