Human Agents

Human Agents is the operator workspace in Flametree: the inbox where conversations land when a human needs to take over from an AI agent. Here you read the full history, claim the conversation, reply to the customer in the channel they are already using, and resolve the session when the issue is handled — with AI-drafted replies in Copilot mode when you want them.

Use this screen to:

• Pick up conversations escalated by an AI agent.
• Reply to customers directly in web chat, WhatsApp, Telegram, email, and other connected channels — without leaving Flametree.
• Work with AI assistance: in Copilot mode the agent drafts replies that you edit and send.
• Review the full history and collected data of a conversation before answering.

Find your way around

Open the workspace from the left menu: click Human Agents. The menu item shows a badge with the number of conversations waiting in the workspace, and the same counter appears on the browser tab icon, so you notice new escalations while you work in another tab.

The screen has three parts:

• Conversations list (left) — every conversation that currently needs, or is receiving, human attention, grouped by AI agent or by human agent.
• Chat (center) — the message history of the selected conversation and your reply input. Until you select a conversation it reads Select a conversation from the left sidebar to start chatting.
• Information (right) — a collapsible panel with the customer's Contact info and the session's Summary, Parameters, and Results.

Every conversation in the workspace runs in one of two modes:

• Human agent mode — you write every reply yourself; the AI stays silent.
• Copilot mode — the AI drafts replies, and you review, edit, and send them.

Before you start

• You are signed in to the portal. What you see and can do in the workspace depends on your role — if an action such as assigning or resolving is missing or disabled for you, ask your administrator.
• Conversations appear here only after a handover: at least one AI agent has human handoff enabled, or teammates hand conversations over from the Sessions screen or 360 View.

How conversations get here

A conversation enters the workspace when control passes from the AI agent to a human:

Trigger	What happens
Automatic escalation	The agent's handoff conditions are met during the conversation, and the agent transfers it to a human.
Customer request	The customer asks to talk to a person, and the agent is configured to escalate on request.
Manual handover	A teammate clicks Hand over to the operator on the Sessions screen. The conversation arrives unassigned.
Takeover from 360 View	A teammate clicks Continue in Human Agent in 360 View. The conversation is assigned to the person who clicked it.

When a handover happens, the AI agent stops sending automatic responses. The complete conversation history is preserved, and everything you send is logged in the same session, so a manager can later see exactly when the escalation happened and what followed.

Handoff conditions are part of each agent's configuration — in Simple mode, turn on Allow human handoff on the agent's Instructions tab and describe when to escalate; see Create an Agent in Simple Mode.

Conversations the AI completes on its own never appear in this workspace. Monitor those on the Sessions screen.

Find and open a conversation

1. In the conversations list, choose a view with the two buttons at the top:
   • AI Agent view groups conversations by the AI agent that handled them. Use it when different agents serve different products or teams.
   • Human Agent view groups conversations by assigned human agent, plus an Unassigned group. Use it to balance workload and find unclaimed conversations.
2. Narrow the list with the filter button next to Expand/Collapse: in AI Agent view, filter by agent name; in Human Agent view, filter by Assigned to me, Unassigned, or a teammate's name. If nothing matches, the list reads Nothing was found for the specified filters.
3. Click a group header to expand or collapse that group, or use Expand / Collapse for all groups at once. Each header shows the group's conversation count.
4. Click the conversation card.

The chat opens in the center panel, and the card's unread badge clears. The page URL now contains the conversation ID — copy it from the address bar to share a direct link with a teammate.

Each conversation card shows:

• Channel icon — the channel the customer is using. Hover over it to see the channel name.
• Unread badge — the number of customer messages you have not opened yet.
• Customer name — from the customer record; Unknown if the customer is not identified yet.
• AI agent name — the agent the conversation came from.
• Assignment — the name of the assigned human agent, or Unassigned.

Two warning tags flag blockers directly on the card:

• Agent not running — the AI agent attached to this conversation is stopped.
• Channel not running — the channel is stopped, so replies cannot be delivered. Start it in Settings > Channels.

tip

Starting a shift? Switch to Human Agent view and filter by Unassigned to see what is waiting, then by Assigned to me to continue your own conversations.

Read the history

The chat is not limited to the current session — scroll up to load the customer's earlier escalated sessions. System markers in the message flow show how the conversation got here and who did what:

• A session header separates each session and shows when it started.
• Transfer to human agent at <date and time> — the moment control passed from the AI agent.
• Human agent <name> assigned at <date and time> — who claimed the conversation. If a teammate assigned it, the marker reads <name> was assigned by <name> at <date and time>.
• The session was resolved by <name> at <date and time> — how a previous session ended.

Messages written by a human agent are labeled with the agent's name, so you can always tell them apart from AI responses.

Review customer context

While you chat, the Information panel on the right keeps the customer's profile and the session's collected data in view. It is expanded by default; click its label to collapse or expand it. Before you select a conversation, it reads Select a conversation to view user info.

Contact info shows the customer's identity and reachable channels: Name, Email, Phone, Telegram, WhatsApp, and LinkedIn. Click a value to act on it — email opens your mail client, phone starts a call, and the messenger entries open the chat. Fields without data appear dimmed with a dash.

Click Open in 360 in the section header to open the full customer record in 360 View in a new tab: all communications, sessions, and campaign participation across every channel.

Below the contact info, three sections show what the conversation has produced so far:

• Summary — an AI-generated summary of the session, when available; otherwise No summary found.
• Parameters — customer details captured in the session plus session environment parameters; No parameters found when empty.
• Results — the conversation results the AI agent is configured to collect; No results found when empty. Which fields appear depends on the agent's configuration.

As you scroll up through earlier sessions in the chat, the session details update to match the session you are viewing — use this to check what a previous session collected without leaving the conversation.

Assign or claim a conversation

Every escalated conversation needs an owner. Until a human agent is assigned, the conversation stays in the Unassigned group and no one can reply — the message input appears only once the conversation is assigned.

Claim a conversation for yourself

1. Open the conversation.
2. In the chat header, click Assign. If the conversation already has an owner, the button shows their name instead.
3. Click Me at the top of the list.

The confirmation Operator assigned. Copilot mode enabled appears. You are now the owner, the message input is available at the bottom of the chat, and Copilot mode is on by default — turn the Copilot switch off if you prefer to write every reply yourself.

Assign a teammate

1. Open the conversation and click Assign (or the current owner's name) in the chat header.
2. Click the teammate's name. Next to each name, the dropdown shows how many of the workspace's conversations that person already owns (for example, 3/12) — use the counts to balance the load.

The chat history records the change: <name> was assigned by <your name> at <date and time>. To reassign later, pick a different name from the same dropdown — the history stays in place, so the new owner sees everything that happened before.

In either case, the conversation moves out of the Unassigned group, and the owner's name appears on the conversation card and in the chat header.

Send messages

Once a conversation is assigned to you, the message input appears at the bottom of the chat. Whatever you send is delivered to the customer in their channel — web chat, WhatsApp, Telegram, email — and logged in the session history.

Reply to the customer

1. Keep the Reply tab above the input active (it is the default).
2. Type in the Type your message field.
3. Press Enter to send. Shift+Enter inserts a line break.

Your message appears in the chat labeled with your name.

note

WhatsApp restricts free-form replies:

• If the conversation was started with a WhatsApp template and the customer has not replied yet, the input is disabled with the hint Waiting for customer reply. Messaging will be available once they respond.
• If more than 24 hours have passed since the customer's last message, the input is replaced by the notice It's been over 24 hours since the last reply. Select a WhatsApp template to continue. — click Continue with template to proceed with an approved template.

Attach files

1. Click the paperclip button.
2. Pick images or documents (PDF, DOC, DOCX, TXT).
3. Review the previews above the input — remove an attachment with its delete icon if needed.
4. Send as usual. You can send attachments with or without text.

Write rich text

For conversations in the email or web channel, turn on the Html switch to get a formatting toolbar: text size, bold, italic, underline, lists, and links. The switch is disabled for messenger channels, which do not accept HTML.

Leave a private note

1. Switch to the Notes tab above the input.
2. Write the note and send it.

The note is saved in the conversation with a Private note label and is never sent to the customer. Use notes to leave context for a teammate before reassigning, or to record why you took an action.

warning

Check which tab is active before sending: Reply goes to the customer, Notes stays internal.

Use Copilot suggestions

In Copilot mode the AI agent works alongside you: it drafts replies based on its knowledge sources and instructions, and you decide what reaches the customer. The AI never sends anything on its own.

Copilot mode is on when:

• You claim or assign a conversation from the Assign dropdown — it is enabled by default.
• An AI agent escalates a conversation — escalated conversations typically arrive in Copilot mode.
• You start an outbound conversation from 360 View — it begins in Copilot mode.

The Copilot switch above the message input shows the current state; its tooltip reads AI suggestions. Toggle it to change modes — a confirmation appears: Session set to copilot or Session set to operator. With Copilot off, the AI stays silent.

Send a draft

Drafts appear in the chat with the Draft from Copilot label. They are internal: the customer never sees a draft until you send it.

1. Read the draft.
2. Click the copy icon next to the Draft from Copilot label. The text is inserted into your message input.
3. Edit it as needed.
4. Press Enter to send.

The customer receives the message as coming from you, and it is logged under your name.

tip

Treat drafts as a starting point — verify anything customer-specific (amounts, dates, commitments) before sending. If drafts are consistently off-topic, the agent may lack knowledge sources for the subject; raise it with whoever owns the agent.

Resolve a conversation

When the customer's issue is handled, resolve the conversation. Resolving closes the session and removes it from the workspace, keeping the list focused on conversations that still need attention.

1. Open the conversation.
2. Click the red Resolve button in the chat header. The button appears only on assigned conversations.
3. Confirm Are you sure you want to resolve this session? with Yes.

A Session resolved confirmation appears, and the conversation disappears from the workspace. The chat history keeps a permanent marker — The session was resolved by <your name> at <date and time> — and you can find the closed session later on the Sessions screen.

Resolving does not block the customer. If they write again in the same channel, a new session starts and the AI agent handles it from the beginning.

tip

Before resolving, leave a Private note summarizing the outcome. If the conversation escalates again later, the next human agent sees your note in the history.

Return control to the AI agent

An escalated session stays under human control until it ends — the workspace has no control that hands a live session back to fully automatic AI handling. You have two ways to bring the AI back in:

• Let the AI assist while you keep control. Turn the Copilot switch on. The AI drafts replies for you but sends nothing itself — the closest equivalent to giving the conversation back to the AI while it remains escalated.
• Resolve the session — the AI takes the next one. Click Resolve and confirm. When the customer writes again in the same channel, a new session starts and the AI agent handles it from the beginning, with no human involvement unless it escalates again.

For the AI to pick up the customer's next message, the agent and the channel must both be running: if the conversation card showed Agent not running or Channel not running, start the agent in AI Agents and the channel in Settings > Channels.

Common issues

• No message input at the bottom of the chat. The conversation is unassigned. Claim it: Assign > Me.
• The Assign or Resolve action is missing or disabled. Your role lacks the required permission. Ask your administrator.
• A conversation is not in the list. It was resolved, or it never escalated. Find the session on the Sessions screen.
• Sending fails. Check the conversation card for Agent not running or Channel not running tags, start the agent or channel, and retry.
• No Copilot drafts appear. Confirm the Copilot switch is on and the AI agent is running (no Agent not running tag).
• The history looks incomplete. Keep scrolling up — earlier sessions load as you scroll.
• Resolved by mistake. A resolved session cannot be reopened. Wait for the customer's next message, which starts a new session, or start a new conversation from 360 View.
• The customer is escalated again right after you resolve. The agent's handoff conditions match again — for example, the customer keeps asking for a human. Review the agent's handoff conditions.

Related pages

• Sessions — monitor AI-handled sessions and hand them over to an operator
• 360 View — the complete customer record; take over or start conversations from there
• Create an Agent in Simple Mode — turn on Allow human handoff and define handoff conditions
• Settings > Channels — start, stop, and troubleshoot channel connections
• Agents — start and stop AI agents