What the different conversation icons mean

Conversation Icons Overview

Clear explanations of the icons displayed in the AI chatbot conversation tabs and what each status represents.

---

Purple Brain Icon

The purple brain icon indicates that AI replies have been turned off and a human agent has taken over the conversation. This means all responses are being sent manually and the AI will no longer generate answers or follow up with the customer.

This mode is typically used when:

• You want to provide information manually

• You need to handle sensitive or delicate topics

• The situation requires direct human judgment beyond AI handling

Best practice: Once the conversation has been handled, the human agent should re-enable AI replies. After AI is turned back on, the purple brain icon will no longer be displayed.

---

Red Exclamation Mark in a Diamond

The red diamond exclamation mark indicates that a conversation has been escalated to human support. It signals that the inquiry requires manual review and intervention by a human agent to resolve the issue.

---

Blue Shopping Cart Icon

The blue shopping cart icon indicates that the conversation is directly related to a product sale on your website. This helps teams quickly identify chats that involve purchase intent, order discussions, or sales-related interactions.