Live Conversations

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What the Live Feed shows

Inbox > Conversations > Live Feed lists every conversation currently happening in your widget. Rows show:

• The user’s name (or “Anonymous” if not identified)
• The agent handling the conversation
• The current topic (computed from the messages so far)
• A pulsing green dot while the user is active
• A mood badge — Happy, Neutral, Confused, Frustrated, or Angry — derived from the AI’s running sentiment score

Click a row to see the live transcript on the right. Messages stream in as the user and AI talk.

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What you can do mid-conversation

Once you have a live conversation open:

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Inbox training (live whisper)

Type a message into the Inbox training field. The AI receives it as a high-priority note for its next response, and the user does not see your input. When the visitor is identified, Halo also saves the same lesson as durable Inbox Training scoped to that customer (see AI Learning Priority). Use this when:

• The AI is about to give a wrong answer (“Don’t recommend X — it’s deprecated. Suggest Y instead.”)
• You want the AI to gather more info (“Ask which integration they’re trying to set up.”)
• You want a softer tone (“Acknowledge their frustration before troubleshooting.”)

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Add corrections

Click Add Correction to flag a specific AI message as wrong and write what it should have said. Corrections feed into Halo’s training data and improve future responses for similar questions.

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Send feedback

Thumbs up / thumbs down individual messages so your team can review them later under Completed conversations.

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Take Over Chat

When you need to talk to the customer directly, click Take Over Chat. This:

1. Pauses the AI for that session
2. Creates a ticket in your inbox with status In Progress
3. Assigns the ticket to you
4. Lets you reply as a human in the same conversation thread

The customer sees a smooth handoff — usually with a “Sarah from support is now helping you” message.

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Completed conversations

When the user closes the widget (or times out), the conversation moves to Inbox > Conversations > Completed. The Completed view includes:

• The full transcript
• The outcome — Resolved, Escalated, Abandoned, etc.
• A computed AI score (heuristic from sentiment, outcome, and feedback)
• Per-message ratings and trainer feedback you can add retroactively

You can still Take Over a completed conversation — Halo creates a ticket and gives you a place to follow up async.

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Why watch live

Watching live conversations is the highest-leverage thing a support manager can do in the early days of an AI deployment. Patterns you’ll catch:

• Knowledge gaps — questions the AI keeps fumbling
• Tone mismatches — places where the AI is too formal, too casual, or too verbose
• Missing context — questions where the AI is missing data your app has but isn’t sending
• Edge cases — workflows your instructions don’t cover

Each pattern points to a fix:

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Notifications

You can opt into Slack notifications for sentiment drops, escalations, and knowledge gaps so you don’t have to manually watch the Live Feed all day. See Slack Integration.

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Where to go next