Conversations

Conversations

A conversation in Fyves represents an interaction between a customer and your support team (or AI agent).

Lifecycle

1. New - Customer initiates a conversation via the chat widget
2. AI Handling - The AI agent attempts to resolve the question
3. Handoff - If needed, the conversation is transferred to a human agent
4. Resolved - The conversation is marked as resolved

Conversation Types

• AI-resolved - Fully handled by the AI agent without human intervention
• Human-assisted - Transferred to a human agent after AI assessment
• Direct - Routed directly to a human agent based on rules