Tutorial Details
Understanding the Chat Feature in Eyaana
The Chat section is the core of Eyaana — where all customer interactions are stored, tracked, and managed, regardless of the channel.
Whether it’s:
• A website visitor reaching out,
• A message from WhatsApp, Facebook, or Instagram,
• Or even an AI-driven call or broadcast campaign...
👉 Every interaction lives in the Chat list.
Here’s how to navigate it like a pro.
🚀 Getting Started
- Go to your Eyaana Dashboard
- Click on Chat from the left menu
- Then choose Chat List
That’s it! You’ll now see a complete history of all conversations, sorted by most recent.
Figure: Chat List
🧭 Filtering Your Chats
Have too many chats to scroll through? Use filters to find what you need quickly.
🗓️ Filter by Date
Use the Date Range picker to show only the chats from a specific time period.
⚙️ Advanced Filters
Click the Advanced Filter icon to sort chats by:
• Channel (Website, WhatsApp, FB, etc.)
• Agent
• Chat Duration
• Tags
🔍 Wildcard Search
Just type in any keyword, name, or tag — and Eyaana will do the rest.
🗂️ Chat Summaries & Details
👁️ Quick Overview
Click on the Summary icon to get a quick look at:
• What the chat was about
• Who handled it
• When it happened
🔎 Dive into the Details
Click the Details button to open the full chat view.
On the Left Panel:
• Chat Overview
• Chat Summary
• Script Quality Score
• Full Transcript
• 🔊 Listen or download audio recordings (if applicable)
Figure: Chat Details
On the Right Panel:
• The entire chat thread — exactly how it happened
🤝 Joining an Ongoing Chat
Want to join a live conversation that's currently being handled by the AI?
Here's how:
- Go to the Chat menu
- Click on AI Chat
- Select Start Chat
✅ The chat will now be transferred to you instantly.
🤖 Bonus: If a customer asks for a human agent while you're online in the dashboard, Eyaana’s AI will automatically hand the chat over to you.
⚡ Take Action from the Chat
From the chat detail view, you can also:
• 🌍 Translate the conversation into any language
• 📚 Add it to your Knowledge Hub
• 💼 Convert it into a deal
• 🎫 Generate a support ticket
• 📧 Email it to the customer or any team member
💡 Why It Matters
The Chat section is your command center for:
• Tracking communication history
• Understanding customer intent
• Taking fast actions
• Collaborating with your team
Whether it’s AI or human-led — this is where you’ll manage it all, quickly and easily.
✅ Summary
• All chats across channels land in one place
• Use filters and search to quickly locate chats
• View summaries or full details of any chat
• Take follow-up actions like translation, ticket creation, or CRM tagging
• Join live AI chats or take over if a customer asks for a human
• Stay in control of all communications — past and present!
Do you need help?
Having trouble Using or understanding any feature? Take help from Wisemind, Your help agent inside Eyaana Dashboard. You can also book a demo with us or email us Info@eyaana.com.
