Your First Conversation
Test the chat widget and understand how AI conversations work with human handoff.
Now that you've installed the widget, let's understand how conversations flow between AI and humans.
How Conversations Work
When a customer starts a chat:
- AI Responds First — Your trained AI answers instantly using your knowledge base
- Confidence Check — If the AI is confident (85%+ match), it sends the response
- Escalation Option — If unsure, AI offers to connect the customer with a human
- Human Handoff — You or your team can take over any conversation at any time
The AI always lets customers know they're talking to an AI, and offers human help when needed. This builds trust.
Testing as a Customer
To experience what your customers see:
Open your website in an incognito/private browser window (this simulates a new visitor).
You'll see your customized greeting message appear.
Try asking something your AI should know, like "What do you do?" or a question about your products/services.
The AI will search your knowledge base and provide an answer. Notice how quickly it responds!
Ask something the AI doesn't know, or simply say "I'd like to speak with a human." The AI will offer to connect you.
Viewing Conversations in the Dashboard
Every conversation appears in your tahc dashboard in real-time:
- Go to Conversations in the left sidebar
- Click on any conversation to view the full history
- See AI responses, customer messages, and any human agent responses
- View customer information and conversation metadata
Conversation Status
Conversations have three statuses:
| Status | Meaning |
|---|---|
| Open | Active conversation, may need attention |
| Pending | Waiting for customer response |
| Closed | Conversation ended |
Taking Over from AI
If you want to respond personally:
- Click Take Over on any conversation
- The AI will stop responding automatically
- Type your message and send
- The customer sees your response as coming from a human agent
When you take over, the AI steps back but continues to suggest responses. You can use AI Copilot to get answer suggestions.
Understanding AI Confidence
In the dashboard, you'll see confidence scores for AI responses:
- 85-100% — High confidence, AI responds automatically
- 60-84% — Medium confidence, AI responds but offers human option
- Below 60% — Low confidence, AI immediately offers human help
You can adjust these thresholds in Settings > AI Configuration.
Next Steps
Now that you understand how conversations work:
FAQ
Can I see what the AI is thinking?
Yes! In the dashboard, each AI response shows the confidence score and which knowledge base articles were used.
Will customers know they're talking to AI?
Yes, the AI identifies itself. This transparency builds trust. When a human takes over, customers are notified too.
Can I prevent the AI from answering certain questions?
Yes! Use orchestrations to automatically escalate certain topics to humans.
How do I train the AI to answer better?
Add more content to your knowledge base. The AI learns from your website, uploaded documents, and manually added Q&As. See Training Your AI.
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