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Platform Guide

This guide covers all the core features of the SwanDigitals platform. Learn how to navigate the dashboard, train your AI, set up routing rules, and organize your support workflow.

Dashboard Overview

The SwanDigitals dashboard is your command center for managing customer conversations. Here's what you'll find:

Main Inbox

All incoming conversations from connected channels appear here. Use filters to sort by status, priority, or channel.

Active Conversations

Real-time view of conversations currently being handled by agents or the AI. Green badge shows unread count.

Filters & Views

Create custom views for different teams, channels, or query types. Save filters for quick access.

Quick Stats

See response times, resolution rates, and CSAT scores at a glance. Data refreshes in real-time.

Routing & Handoffs

Configure rules to automatically route conversations to the right team or agent, and set conditions for when the AI should hand off to a human.

Automatic Routing Rules

Route conversations based on keywords, customer attributes, or channel type:

  • Keyword-based: "billing" → Billing team inbox
  • Channel-based: WhatsApp → Tier 1 support
  • Customer tier: Priority customers → Dedicated agents
  • Language: Hindi queries → Hindi-speaking agents

AI-to-Human Handoff

Define conditions that trigger a handoff to a human agent:

  • Confidence threshold: If AI confidence < 70%, escalate
  • Keyword escalation: "refund", "cancel", "complaint" → human
  • Customer request: Customer types "agent", "human"
  • Time-based: Escalate after business hours
  • Retry limit: Escalate after 3 failed AI attempts

Best Practice: Start with a high confidence threshold (80-90%) and lower it as you improve your knowledge base. This ensures customers get quick, accurate responses.

Next Steps

Now that you know the platform basics, explore these related topics:

  • Integrations — Connect your CRM, email, WhatsApp, and other tools
  • Automation — Set up macros, labels, and routing rules
  • AI Training — Upload documents to improve chatbot accuracy
  • Custom Attributes — Store custom data on conversations and contacts