Activity Logs & Human Handoff

The Activity tab is the heart of your support operations. Here you can monitor, audit, and intervene in conversations in real-time.

Sentiment Analysis Algorithm

BotDesk uses a dedicated AI model to analyze the last 20 messages of every conversation to determine the user's emotional state.

• Positive: Gratitude, praise, or excitement.
• Neutral: Standard inquiries or technical questions.
• Negative: Frustration, complaints, or repeated clarification requests.

[!TIP] Filter your logs by "Negative" to find conversations where the user was unhappy. These are your best opportunities to improve your system instructions or knowledge base.

Human Handoff Capability

When a customer asks for a "Real person" or the AI hits a complexity limit:

1. The status changes to "Pending Agent".
2. A notification is sent to your dashboard and connected Slack channel.
3. An agent can click "Take Over" to pause the AI and reply manually.
4. Internal Notes: You can leave "whisper" comments on the thread (e.g., "I'll handle this refund") that are invisible to the customer.