Operating overview
What the dashboard is for
The dashboard helps you orient quickly. Use it to spot activity, changes and areas that deserve attention, then move into the appropriate detailed view before making an operational decision.
- Confirm that conversation activity is present.
- Notice meaningful changes over time.
- Identify where closer review may be needed.
- Support a consistent monitoring routine.
- Judge the quality of an individual answer.
- Confirm that a human completed the next action.
- Calculate final revenue or return on investment.
- Diagnose a channel or workflow without checking detail.
Your view may vary. Available cards, controls and information can depend on your workspace configuration and role. Use the concepts in this guide even when the arrangement or labels in your account differ.
Four questions
Read the dashboard in this order
Begin with questions, not isolated numbers. The sequence below turns a broad overview into a practical review path.
Are conversations happening?
Use the high-level activity view to confirm that the workspace is receiving and processing the conversations you expect.
Does anything need review?
Look for changes, gaps or unusual patterns that should be investigated in the Conversation Inbox or the connected business system.
Are people taking over when needed?
Confirm that conversations requiring a person are visible, assigned and reaching the intended team destination.
Is the workspace ready to operate?
Review the broader account picture: active entry points, current knowledge, defined handoffs and appropriate team access.
See the current picture, compare it with what you expected, open the supporting detail, and take action only after the context is clear.
High-level signals
How to interpret the activity view
The dashboard is most useful when each signal leads to a specific verification step. Exact measurements may vary, but the reasoning remains the same.
Current activity
Use the selected time period to understand whether conversation volume is present and moving in the expected direction.
If the number looks wrong, verify the period, workspace and connected entry point.
Change over time
Treat increases or decreases as investigation prompts. A change may reflect traffic, campaign timing, seasonality or a connection issue.
Compare the pattern with the campaign, website and business activity that should have created it.
Conversations needing attention
A high-level signal can tell you where to look, but the underlying conversation explains what actually happened.
Open the Conversation Inbox and review the relevant messages before deciding what to change.
Human follow-through
The dashboard may help surface operational patterns, while ownership and completion must be confirmed in the team workflow.
Check assignments, handoff context and the destination where your team completes the next action.
A rising number is not automatically positive, and a falling number is not automatically a failure. Interpret activity in the context of traffic, timing, campaigns, customer demand and the intended business outcome.
Monitoring cadence
Use a simple review routine
A consistent routine makes changes easier to recognize and keeps the dashboard from becoming a screen that is opened only after a problem appears.
- Confirm expected activity is present.
- Look for obvious changes or interruptions.
- Open conversations requiring immediate attention.
- Confirm urgent handoffs have an owner.
- Compare activity with traffic and campaign timing.
- Review a sample of normal and escalated conversations.
- Identify recurring questions and knowledge gaps.
- Record one or two improvements to test.
End each review with a short record: what changed, what you verified, what needs an owner and when the correction will be checked again.
Overview and detail
Dashboard and Conversation Inbox serve different jobs
Use the dashboard to find the question. Use the Conversation Inbox to understand the conversation behind it.
See patterns
- High-level activity
- Changes across a period
- Signals that deserve review
- A starting point for monitoring
See context
- Individual messages and replies
- Customer and conversation context
- AI status and team actions
- Assignments and human follow-through
Operational readiness
What account health should mean in practice
Account health is broader than a single status indicator. A healthy workspace has the information, connections, controls and human ownership required to support the intended conversation.
Entry points
The intended website, account, page, number or supported channel remains connected and available.
AI Agent scope
The active AI Agent still reflects the approved purpose, boundaries and next action.
Knowledge
Pricing, policies, availability, services and other source material remain current.
Handoffs
Escalations and qualified requests reach a monitored person, team or business system.
Team access
The right people can see and act on the conversations their role requires.
Notifications
Important events can reach the responsible team without creating unnecessary noise.
A workspace can show activity and still require attention. Review the operating system around the conversations—not only whether messages exist.
Troubleshooting
When the dashboard looks different than expected
Start with the simplest explanation and verify one layer at a time. Avoid changing the AI Agent or channel configuration until you understand where the difference begins.
Confirm the time period
A narrow or previously selected date range can make expected activity appear to be missing.
Confirm the workspace
Make sure you are reviewing the intended account or workspace before comparing results.
Review filters
Clear or adjust active filters that may be narrowing the visible activity.
Check your role
Dashboard areas and account details can vary according to access and responsibility.
Open the Inbox
Verify whether the expected conversations exist at the individual-message level.
Check the source event
Confirm that the campaign, website, channel or customer action actually produced activity.
Capture the comparison clearly
Include the workspace, time period, expected activity, visible result and one example conversation or source event. Remove private customer details that are not needed.
Interpret carefully
What the dashboard does not prove on its own
Answer quality
Read representative conversations to evaluate accuracy, clarity, boundaries and customer usefulness.
Completed outcomes
Confirm bookings, purchases, estimates, applications and other final actions in the system that owns them.
Commercial impact
Connect conversation activity with qualified opportunities and business results where reliable attribution is available.
Continue monitoring