Why KnowStack? The Complete Workflow How Features Connect Use Case Examples Getting the Most Value
Creating Your Account First Login & Dashboard The General Flow: From Data to Knowledge Understanding Navigation
Website Crawling Email Integration Document Upload Meeting Transcripts Google Drive Import Telegram Integration Slack Integration
Generating a Knowledge Base Iterative Generation
Viewing & Navigating AI Search Editing Content Version Management Exporting Sending a Copy to Another Company Access Control
How Website Chat Works Installing the Widget Allowed Websites Widget Settings Chat Button and Attention Animation Conversations Insights: Unanswered Questions
How Messenger and Instagram Replies Work Connecting a Facebook Page Connecting Instagram The Review Queue Autopilot Reply Settings Insights The 24-Hour Window Recovered Messages Notifications Pausing and Disconnecting
Working with Leads
Inviting Team Members Roles & Permissions
Profile Settings Company Settings Notifications Telegram Notifications
Plans & Pricing AI Usage & Billing
Data Protection Account Security Secure Integrations
Integration Overview Claude Connector Webhooks for New Leads Managing Integrations
Overview Creating a Test AI Question Generation Assigning Tests The Candidate Experience AI Grading and Manager Override Analytics Releasing Results Abandonment and Retakes FAQs Troubleshooting
Tracking Activity
Getting Help Common Issues
Common Questions

Conversations

'Conversations' lists every visitor chat from your website, newest activity first, and lets a teammate take over and reply. Open it from 'Communications', then 'Website chat'.

Each row shows the visitor's name or email if known, otherwise 'Visitor', with a preview of the last message and its time. An envelope icon means the visitor 'Left a contact'. 'Answering…' shows while the AI works on a reply. The badge shows who is answering: 'AI', 'With a person' or 'Paused'. The view lists the 50 most recent conversations.

Click a row to read the thread. The header shows the page where the chat started. Each message is labelled 'Visitor', 'AI', 'You' for staff replies, or 'System' for the widget's automatic lines, such as the no-answer message. On a phone, the thread fills the screen, with a back button to return to the list.

Take over a conversation

  1. Open the conversation.
  2. Click 'Take over'. The badge changes to 'With a person' and the AI stops answering this visitor. The visitor sees 'A colleague has joined and will reply here.'
  3. Type in the 'Write a reply' box and click 'Send'.
  4. When you're done, click 'Hand back to AI' so the AI answers the visitor's next message.

You can also take over from Telegram, with the 'Take over' button on an 'AI couldn't answer' alert. See Account & Settings, Telegram Notifications.

You can reply without taking over, but the AI keeps answering the visitor's next messages. Take over first if you want the conversation to yourself. Replying and taking over need the 'Website Chat' permission.

Several messages in a row

Visitors often send a question in two or three short messages. The widget waits about 4 seconds after each message. If another one arrives, it keeps waiting, then answers all of them in one reply. The typing indicator stays on until the reply is ready.

How your reply reaches the visitor

If the visitor still has your site open, your reply appears in their chat right away. If their chat window is closed, a dot on the chat button shows there's a new reply. If they have left, the reply waits and they see it when they come back to your site within 7 days of the last message. KnowStack doesn't email replies to visitors.

Visitors see your messages and the AI's under the same agent name. The widget doesn't mark which replies came from a person.

Keeping up with new chats

The list updates itself while the page is open, so a new visitor message brings the conversation to the top without a reload. People who can manage website chat also get a notification in the bell when the knowledge base had no answer, when a visitor asks for a person, and when a visitor leaves contact details. These notifications are not sent by email; you can get them in Telegram.

What visitors keep between pages

A visitor's conversation follows them across the pages of your site and survives a reload. When they come back, the chat shows their earlier messages, up to the last 50. After 7 days without a message, the next visit starts a new conversation.

The conversation is stored in the visitor's browser for one site, so example.com and www.example.com keep separate conversations. A browser that blocks site storage starts a new conversation each time the page loads.

How long conversations are kept

Message text is kept for 90 days. After that a cleanup that runs every few hours removes it, and the thread shows 'Removed by the retention policy' in its place. The conversation itself, the contact details, leads and the questions shown in 'Insights' are kept.