Documentation Index
Fetch the complete documentation index at: https://watermelon.ai/docs/llms.txt
Use this file to discover all available pages before exploring further.
As Administrator, you can monitor and take over or assign conversations that an AI Agent or Support Agent is currently handling. This is useful when you want to:
- Intervene in a sensitive or urgent customer interaction
- Support a team member in handling a complex issue
- Reassign a conversation to the right person or department
Viewing Conversations
Open your Inbox
In the menu, select Inbox to see conversations of your own as well as other teams, users, and AI agents. Select Conversation
Select the conversation you want to observe. You will now see all active conversations the user or AI Agent is currently handling. You will be able to view the conversation in real time, without notifying the customer.
Jump In or Assign
Using the Assign to me button at the bottom of the conversation area, you can also choose to assign the conversation to a colleague or a team.
Once assigned, the AI Agent will stop responding, and you (or your colleague) are free to continue the conversation from there. As a Support user, you can view and manage conversations that have been assigned to you or, if enabled, to your team. This helps ensure that every conversation is handled efficiently by the right person.Viewing assigned conversations
Open your Inbox
In the far-left panel, select Inbox to view conversations currently assigned to you (and, if enabled, to your team). Select Conversation
Click on a conversation to open it. You can see all messages exchanged with the customer and continue directly from where the AI Agent or another user left off.
Reassign or Take Over
If a conversation would be better handled by someone else, use the In Chat option to transfer it to another user or team.If your permissions allow, you can also take over a conversation from a teammate within your team. 
