Operators

Operators are the people behind your AI agent. They can monitor conversations, jump into live chats when the AI needs help, and manage day-to-day agent content. Whether you’re a solo founder or a support team of 20, operators let you keep a human in the loop.

Why use operators?

AI agents handle the majority of conversations, but some situations call for a real person:

• Complex questions the knowledge base doesn’t cover.
• Sensitive topics like billing disputes, complaints, or account issues.
• High-value leads where a personal touch can close the deal.
• Escalations when the user explicitly asks to speak with a human.

Operators ensure these moments are handled smoothly — without the user having to leave the chat or call a separate number.

How it works

1. Invite operators — add team members by email from the Operators section.
2. Assign roles — choose between Admin (full access), Supervisor (content management, coming soon), or Operator (conversations only).
3. Enable handoff — configure rules for when the AI should transfer to a human.
4. Operators go online — team members log in, see active conversations, and can take over when needed.

Managing operators

Inviting a new operator

1. Go to Operators in the agent sidebar.
2. Click Invite Operator.
3. Enter the team member’s email address.
4. Select a role: Admin or Operator.
5. Click Send Invite.

The invited person will receive an email with instructions to set up their account. Once they accept, they’ll appear in your operators list.

Viewing the operator list

The Operators page shows all team members with:

Column	Description
Name	Operator’s display name.
Email	The email used to sign in.
Role	Admin or Operator.
Status	Active, Pending (invite sent), or Disabled.

Enabling and disabling operators

• Disable an operator to revoke their access without deleting their account. They won’t be able to sign in or receive handoffs.
• Enable a previously disabled operator to restore their access.
• Remove an operator entirely to delete them from the account.

Recovering a disabled operator

If an operator was accidentally disabled, an Admin can re-enable them from the operators list. The operator’s conversation history and settings are preserved.

Operator workflow

Once logged in, operators can:

1. View the conversation list — see all active and past conversations across channels.
2. Monitor AI responses — watch how the agent handles conversations in real time.
3. Take over a conversation — click to join a chat and respond directly to the user.
4. Hand back to the AI — once the issue is resolved, return the conversation to the agent.
5. Add internal notes — leave context for other operators without the user seeing it.

Best practices

• Start with few operators — add team members gradually and monitor workload before scaling.
• Define handoff rules clearly — set up operator handoff triggers so the AI knows when to escalate.
• Use the Operator role for support staff — keep Admin access limited to people who need to manage agents, billing, and settings.
• Review conversations regularly — check Conversations to identify patterns where operators are needed most, then improve the knowledge base to reduce future handoffs.

Next steps

• Roles & Permissions — understand what each role can access.
• Operator Handoff — configure when the AI transfers to a human.
• Conversations — review conversation history and quality.