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Docs / User Guide / Widget Dashboard
User Guide

Widget Dashboard

The 🤖 Widget Dashboard is the widget's older operations console; two tabs remain: Overview and Conversations. At the top: ← Admin Panel, 💬 Open Chat, a date range (Last 7/30/90 days, Overview only) and 🔄 Refresh.

The legacy Widget Dashboard screen with sample data The legacy Widget Dashboard screen with sample data
Widget Dashboard, with sample data. The screen still opens — it was kept so old links do not break — but the Reports, Usage and Settings tabs left it for the admin panel. See the note below for where the two remaining tabs now live.
🗃️

This is no longer a separate surface. Its tabs moved into the admin panel: live chats → Conversations, reports → Reports, usage metrics → Usage. The old address still resolves, but nothing in the panel links to it. Current screen map: Panel overview.

Two tabs: Overview · Conversations. Reports, usage metrics and widget settings moved to their own screens; see below for where each one went.

Overview

  • 4 KPI cards: Today's Chats, Active Chats, Avg Response Time (seconds), Resolution Rate (%).
  • Chat Trend (selected range) — bar chart.
  • Customer Satisfaction (CSAT): average score, satisfaction rate, total ratings + 5→1 distribution.
  • Intent Distribution: top intents (Order Tracking, Product Query, Return/Cancel, Customer Info, General Support, Escalation, Other).
  • Recent Chats: last 5 (status, customer, preview, intent, time).

Conversations — human takeover & escalation

A two-pane screen (list + detail). You can take a conversation from the bot and continue as a human.

  • Status filters: All · Active · Taken Over · Escalation. Type filter: All · RAG · E-Commerce.
  • List row: status dot (orange = human took over, green = active), customer email/session, preview, intent, 👤 Taken Over badge.
ActionWhat it does
👤 Take OverTake the conversation from the bot and start replying yourself.
🤖 Release to AIHand control back to the assistant.
✓ CloseClose the conversation as resolved.

When you take over, a live reply box opens (Write a message to the customer... → Send). If enabled, add a canned reply from the 📝 Canned Responses menu.

🤝

Escalation → takeover flow: When a visitor asks for a person, accepts the AI's offer or one of your rules matches, the conversation moves to Escalation and the AI goes quiet; Take Over to reply — the customer doesn't have to re-explain. Working hours, teams and email / WhatsApp / SMS notifications: Human handoff.

The Conversations screen in the new panel does more: search, file sharing, the “typing…” indicator, blocking visitors and notifications while the panel is closed.

Tabs that moved

Old tabNow
ReportsAdmin Panel → Reports: headline numbers, performance, satisfaction, human handoff, agents and the weekly report email.
UsageAdmin Panel → Usage: credit balance and consumption.
SettingsAdmin Panel → Widget Settings: rate limit, pre-chat form, canned responses, human handoff and blocked visitors. Appearance, persona and embed code: Widget setup & persona.
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← Previous Articles and the help site Next → Widget Settings