> ## Documentation Index
> Fetch the complete documentation index at: https://docs.thena.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# AI chat threads

> View and manage all AI-powered web-chat conversations across your organization in one centralized interface.

<img src="https://mintcdn.com/thena-840ce5ec/qw0IBJ-u1Oc1t24_/images/docs/AI-chat-thread.webp?fit=max&auto=format&n=qw0IBJ-u1Oc1t24_&q=85&s=f18c4eddc06ebfa6432f76e0bdb813a3" alt="AI Chat Threads interface in Thena dashboard" className="rounded-lg" width="2560" height="1600" data-path="images/docs/AI-chat-thread.webp" />

AI chat threads provide a unified view of all AI-powered web-chat conversations happening across your organization. This centralized interface allows you to monitor, analyze, and manage every AI interaction with customers, giving you complete visibility into your automated support operations.

## What are AI chat threads?

AI chat threads are real-time conversations between your AI agents and customers through web chat widgets. Unlike traditional support tickets, these conversations happen in a conversational flow where the AI can provide instant responses, escalate to human agents when needed, and seamlessly convert to tickets for complex issues.

## Key features

### Organization-wide visibility

View all AI chat conversations across every agent and team in your organization from a single interface. No need to switch between different agent dashboards—everything is centralized for easy monitoring.

### Advanced filters and search

<Tabs>
  <Tab title="Filter options">
    <CardGroup cols={3}>
      <Card title="Sort by time" icon="clock">
        Sort conversations by newest or oldest first to prioritize your review.
      </Card>

      <Card title="Feedback filter" icon="thumbs-up">
        View conversations with positive, negative, or any team feedback.
      </Card>

      <Card title="Ticket status" icon="ticket">
        Filter by conversations that have been converted to tickets or remain as chat-only.
      </Card>
    </CardGroup>
  </Tab>

  <Tab title="Search capabilities">
    <CardGroup cols={3}>
      <Card title="Keyword search" icon="keyboard">
        Search across conversation content, customer names, and thread titles.
      </Card>

      <Card title="Customer lookup" icon="user">
        Find conversations by customer name or email address for specific user interactions.
      </Card>

      <Card title="Topic discovery" icon="lightbulb">
        Find conversations about specific topics or issues.
      </Card>
    </CardGroup>
  </Tab>
</Tabs>

### Ticket integration

When AI conversations need human intervention, they can be automatically converted to support tickets. The interface shows:

* **Ticket badges**: Clear indicators when conversations have associated tickets
* **Direct navigation**: One-click access to view the full ticket in the platform
* **Conversion tracking**: Visual banners showing when and how conversations became tickets

### Feedback monitoring

<CardGroup cols={2}>
  <Card title="Team feedback" icon="star">
    Monitor thumbs-up/down feedback and detailed comments from your team reviewing AI conversations.
  </Card>

  <Card title="Quality insights" icon="chart-bar">
    Use feedback data to improve AI performance and identify training opportunities for Thena's fine-tuning.
  </Card>
</CardGroup>

The feedback system helps Thena continuously improve the web chat widget. When your team reviews conversations and provides feedback:

* **Positive feedback** helps identify what's working well and should be maintained
* **Negative feedback** highlights areas where the AI needs improvement
* **Detailed comments** provide specific context for fine-tuning responses

This feedback is sent to us to fine-tune AI response quality, improve conversation flow, enhance user experience, and address common pain points.

### Real-time message viewing

<p>When you select a conversation thread, you can:</p>

<ul className="mt-4 ml-6 space-y-2">
  <li>View the complete conversation history in chronological order</li>
  <li>See customer information including name, email, and verification status</li>
  <li>Monitor AI agent responses</li>
  <li>Track message attachments and file uploads</li>
  <li>Provide feedback on AI responses</li>
</ul>

## Understanding the interface

<CardGroup cols={1}>
  <Card title="📝  Left panel: Thread list">
    <p className="mb-3">The left side shows all conversations with key information at a glance:</p>

    <ul className="space-y-2 text-sm list-disc pl-5">
      <li><strong>Customer avatar</strong> and name (or "Anonymous user" for unidentified visitors)</li>
      <li><strong>Conversation title</strong> automatically generated from the discussion topic</li>
      <li><strong>Timestamp</strong> showing when the conversation was last updated</li>
      <li><strong>Ticket badges</strong> for conversations that have been converted to support tickets</li>
      <li><strong>Verification status</strong> for customers who have been identified</li>
    </ul>
  </Card>

  <Card title="👁️  Right panel: Conversation details">
    <p className="mb-3">When you select a thread, the right panel displays:</p>

    <ul className="space-y-2 text-sm list-disc pl-5">
      <li><strong>Customer header</strong> with name, email, and total message count</li>
      <li><strong>Message history</strong> with proper formatting for text, code, and links</li>
      <li><strong>Attachment previews</strong> for files and images shared during the conversation</li>
      <li><strong>Feedback indicators</strong> showing team feedback on AI responses for improvement</li>
    </ul>
  </Card>
</CardGroup>

## Use cases

<CardGroup cols={2}>
  <Card title="Quality assurance" icon="shield-check">
    Review AI responses to ensure they meet your quality standards and brand voice.
  </Card>

  <Card title="Regular monitoring" icon="eye">
    Check AI chat threads daily to stay aware of customer sentiment and common issues.
  </Card>

  <Card title="Feedback analysis" icon="chart-line">
    Use team feedback to identify areas where your AI agents need improvement or additional training for Thena's fine-tuning.
  </Card>

  <Card title="Training data" icon="graduation-cap">
    Use conversation patterns to identify knowledge gaps and improve AI training.
  </Card>

  <Card title="Performance monitoring" icon="clipboard-check">
    Track AI effectiveness through resolution rates and team feedback scores for continuous improvement.
  </Card>

  <Card title="Escalation tracking" icon="arrow-up">
    Monitor which conversations convert to tickets to understand when AI reaches its limits.
  </Card>
</CardGroup>