Customer conversations lets staff review recorded exchanges with the client-area assistant and find conversations that may need human attention. It is a transcript-review surface, not a live-chat inbox or an automatic ticket queue.

Choose whether to record

Open PD Modules → PD AI Assistant → Settings → Client access. Review Record customer conversations for review and Tell customers conversations may be reviewed, then save the intended settings.

Recording is separate from the notice and from enabling the assistant. Turning recording off stops new recording through this feature; it does not delete earlier transcripts or recall information already sent to the provider.

Find the relevant conversation

1. Open Customer conversations in PD AI Assistant.
2. Use All conversations or Needs review as appropriate.
3. Check the customer, first-question snippet and last activity.
4. Choose View for the intended thread.
5. Read the transcript and any Flagged for your attention reason in context.

Use Back to conversations to return to the list. Open client profile takes you to the normal account view when you are authorised to use it. Do not confuse two customers with similar names or export a private transcript into a public support discussion.

Interpret the flag carefully

Needs review uses wording and answer-result signals, such as a request for a human or an answer the assistant could not provide. A flag is a reason to read the exchange, not proof of a particular intent. An unflagged conversation is not a guarantee that no human help is needed.

The displayed view is recent and can be filtered. No visible row is not proof that a customer never tried the assistant: recording may have been off, the attempt may not have reached a recorded answer, or storage may have failed.

Follow up through the proper workflow

The released transcript view is read-only. It does not provide a reply composer or a Mark resolved control. Handle an actual support request through your normal client or ticket workflow, checking whether the customer already submitted a ticket.

Before changing recording settings, agree how your team will review the available conversations and avoid assuming that a review flag itself notified or assigned a staff member.

See the PD AI Assistant WHMCS guide for related tasks, or explore PD AI Assistant.