Can I see what the AI is doing in real time?

You can watch it live. The dashboard stays current over a WebSocket connection, so when the AI sends a message, runs a tool, or the customer replies on the storefront, eligible staff viewing that conversation see the update without refreshing the page.

What the conversation view shows

The full timeline for any open thread:

• Customer messages and the AI responses the shopper actually receives.
• Tool usage. When the AI looks up an order or runs another supported action, the step appears in context, so you can tell why a reply mentions specific order data.
• Internal notes: staff-only context that never goes to the customer, useful for coaching and handoffs.

That combination answers the manager question that matters most: did the AI guess, or did it check something real?

What live oversight is for

• Coaching new agents by watching how the AI handles a tricky product question.
• Stepping in immediately when tone or policy goes wrong.
• Verifying that monitoring-mode follow-ups fire when expected.

Threads in Monitoring deserve the most spot-checking, since the AI may be working a ticket with no human assigned. If you see a problem developing, send a customer-visible reply or turn AI off for that conversation to take over; the handoff FAQ has the exact steps.

Live visibility is what makes the automation auditable. You're never locked out of the process while the AI works.