Overview
The Interactions page in Outbound Virtual Agents gives administrators and customer service representatives (CSRs) a complete log of every conversation the AI agent has had with leads and customers. From here, you can review message threads and call transcripts, monitor in-progress conversations, and take over a conversation manually when a human needs to step in. Interactions make it easy to stay informed about what the AI agent is doing and intervene quickly when needed.
Who uses this feature?
Administrators and CSRs
Primarily benefits Residential Service and Replacement
Tailored for Plumbing, HVAC, Electrical, and Garage Door trades
Feature configuration
To get started with Outbound Virtual Agents, reach out to your Customer Success Manager (CSM) or Pro Account Manager (PAM).
The following permissions are required to use this feature. Please contact the account administrator on your team.
View Customer Chats: Required to access the Interactions page
Send Message: Required to use Takeover on interactions
Listen to Call Recording: Required to view call transcripts and recordings in the interaction detail drawer. Without this, call data is hidden even if the user can see the rest of the interaction.
Things to know
Every interaction the AI agent has — whether via SMS Agent or Voice Agent — appears in the Interactions tab, regardless of outcome.
Once you take over a conversation using the Takeover button, the AI agent stops responding for that lead. You must continue the conversation manually.
Interactions can be filtered by goal, channel, type, and status. Use the Escalated Only toggle to quickly surface interactions that require immediate attention.
The interaction detail drawer shows an AI-generated Overview Summary, the full conversation thread, and links to the associated lead, opportunity, and customer record.
Best practices
Review the Interactions page daily, especially in the first weeks after launching a new campaign, to confirm the agent is responding correctly and conversations are progressing as expected.
Use the Escalated and High Activity counters at the top of the Interactions page as a quick triage tool — these are the conversations most likely to need human attention.
Read the AI-generated Overview Summary in the detail drawer before taking over, so you have full context before sending your first message.
After a takeover, use the chat area on the lead record to continue the conversation — the customer will not know the transition happened unless you tell them.
Use cases
A CSR checks the Interactions screen midday and notices a lead has been marked as Escalated. They open the detail drawer, read the Overview Summary, click View Lead, and continue the booking conversation manually.
An administrator filters by Status: Abandoned at the end of the week to identify patterns — such as a specific time of day when leads aren't responding — and uses that insight to adjust the campaign cadence.
A manager opens an individual interaction to review the full SMS conversation thread and confirm the agent handled the conversation correctly before the campaign scales.
Review the Interactions page
Go to the navigation bar and click Growth.
Select Interactions.
At the top of the page, review the summary counters:
Escalated: Interactions flagged for escalation based on your voice agent's escalation rules
High Activity: Interactions with a high volume of recent messages
Conversations: Total number of conversations the agents have had
Response Rate: Percentage of leads who replied to at least one message
Conversion Rate: Percentage of interactions that resulted in a booked job
Filter interactions
Use the filters at the top of the interactions list to narrow results.
Last Interaction Time: Sort by most recent activity
Goal: Filter by campaign goal:
Inbound SMS
Speed to Lead
Channel: Filter by how the agent contacted the lead:
SMS Agent
Type: Filter by record type:
Status: Filter by the current state of the interaction (see Interaction statuses below)
Escalated Only: Toggle on to show only escalated interactions
Interaction statuses
Each interaction in the list displays one of the following statuses.
Active statuses
Status | Description |
|---|---|
Started | Outreach has begun; no response yet from the lead |
Active: Hot | Lead is actively engaged and responding quickly |
Active: Warm | Lead has responded but engagement is moderate |
Active: Cool | Lead has responded minimally; engagement is slowing |
Active: Cold | Lead has not responded recently; follow-ups continuing |
Active | General active state |
Converted statuses
Status | Description |
|---|---|
Converted: Agent | The AI agent successfully booked a job without human involvement |
Converted: Human | A human team member completed the booking after taking over the conversation |
Converted | General converted state |
Escalated statuses
Status | Description |
|---|---|
Escalated (Agent Issue) | The agent encountered a problem it could not resolve |
Escalated (Availability) | No Adaptive Capacity availability was found to offer the lead |
Escalated (Skill/Handling) | The request is outside the agent's configured skills |
Escalated (Human Request) | The lead explicitly asked to speak with a person |
Escalated (Negative Sentiment) | The agent detected negative sentiment in the conversation |
Escalated | General escalation state |
Closed statuses
Status | Description |
|---|---|
Dismissed: Agent | The agent ended the conversation (for example, the lead is outside the service area) |
Dismissed: Human | A team member dismissed the interaction |
Dismissed | General dismissed state |
Abandoned | The lead did not respond and the full campaign sequence completed |
Opt-out | The lead replied STOP or otherwise opted out of further messages |
Failed | The agent was unable to initiate contact |
Terminated | The interaction was ended by the system |
Takeover | A team member took over the conversation from the virtual agent |
Review an individual interaction
On the Interactions page, locate the interaction you want to review.
Click the interaction row to open the detail drawer.
In the drawer, review the header details:
Phone: The lead's phone number
Customer: Link to the customer record in ServiceTitan
Lead: Link to the lead record
Interaction Status: The current state of the interaction
Channel: SMS Agent or Voice Agent
Goal: The campaign goal this interaction belongs to (for example, Speed to Lead)
Last Activity: When the most recent message or call attempt occurred
Read the Overview Summary — an AI-generated description of what happened in the conversation.
Scroll down to review the full conversation thread, including all messages sent by the agent and any replies from the customer.
Note: The conversation thread is read-only in the drawer. To reply or take over, click View Lead at the bottom of the drawer to open the full lead record.
On the lead record, you can view all agent activity, log notes, assign follow-up tasks, and continue the conversation directly.
Take over a conversation
Use the Takeover button when you need to continue a conversation that the AI agent has started.
On the Interactions page, locate the in-progress interaction you want to take over.
Click the interaction row to open the detail drawer.
Click View Lead to open the full lead record.
On the lead record, click Takeover.
Note: The Send Message permission is required to see the Takeover button. Without this permission, the button is hidden, but conversation content is still visible if you have the View Customer Chats permission.
Once takeover is confirmed, the AI agent stops sending messages for this lead.Use the chat area to continue the conversation with the customer directly.