How to monitor AI Employee conversations after launch

    CategoryAI Employee
    Article typeDocumentation
    Estimated reading time 5 min
    Last reviewedRecently reviewed
    Applies toGEVADE CRM accounts where the feature is enabled
    Access requiredAccess may depend on your user permissions
    Plan/configuration noteFeature availability may depend on your selected plan and account configuration

    Summary

    Establish a daily routine to review the Conversations tab, checking both successful AI interactions and those that required human intervention, to ensure quality and accuracy.

    Who this article is for

    This article is for business owners, support managers, and anyone responsible for customer communications.

    Overview

    Launching your AI Employee is just the beginning. Live monitoring during the first few weeks is crucial to catch edge cases, refine the AI's tone, and ensure it is representing your business correctly to real customers.

    Before you begin

    • Schedule daily review blocks for the first two weeks
    • Read full transcripts of AI conversations
    • Identify areas where the AI hesitated or gave poor answers

    Step 1: Step 1: Access the Conversations Dashboard

    Navigate to the Conversations tab where all inbound messages are centralized. Look for conversations tagged as handled by the AI.

    Step 2: Step 2: Review Successful Resolutions

    Don't just look at failures. Read conversations the AI successfully closed. Ensure the tone was appropriate and the information provided was accurate. Customers might accept a slightly wrong answer, so you must catch it.

    Step 3: Step 3: Analyze Handoffs

    Review every conversation that was transferred to a human. Did the AI hand off at the right time? Did it gather enough context before transferring?

    Step 4: Step 4: Check Response Times

    Ensure the AI is responding promptly. If there are delays, it could indicate an issue with the channel integration (e.g., a delayed SMS gateway).

    Step 5: Step 5: Document Needed Changes

    Keep a running list of missing knowledge, tone adjustments, or new routing rules needed based on your observations. Update the AI settings in batches.

    Configuration note

    We do not guarantee AI accuracy, lead conversion, bookings, customer satisfaction, response quality, revenue, support resolution, or business outcomes. The AI Employee does not fully replace human staff. AI behaviour depends on knowledge sources, instructions, handoff rules, enabled features, connected channels, permissions, configuration, testing, and ongoing monitoring. AI-generated responses should be reviewed before relying on them for sensitive, urgent, legal, financial, medical, billing, or policy matters. The AI Employee may need human handoff for these situations. Knowledge sources must be reviewed, updated, and tested regularly. Usage charges, feature access, fair use rules, or add-on requirements may apply depending on your account setup. Always test before going live. Contact support if an option is not visible. During the first week of launch, assign a dedicated team member to heavily shadow the AI, ready to intervene manually if the AI makes a significant mistake.

    Important clarification

    Setting the AI live and ignoring it for a month. AI requires active management and course correction, especially when first exposed to real-world customer queries.

    Resolution guidance

    I have too many conversations to review manually.

    Focus on sampling. Review 10% of successful conversations, but review 100% of conversations that triggered a fallback response or a complaint.

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    Need account-specific help?

    If your question requires account access, billing review, workflow inspection, message delivery diagnosis, AI response review, or private configuration review, submit a support request with examples and screenshots.