Dialog Updates and Statuses

Dialog auto-updates

Open Dialogs in the project side menu. The conversation list and open chat on the section page use a persistent connection to update messages, counters, statuses, and the typing indicator without a manual page refresh.

If an error appears instead of the message history, retry loading it. To contact support, you can copy the error text.

A brief connection while the page opens does not show a warning. If it takes longer, a calm connection or recovery status appears. Only after a longer failure does the cabinet report that it cannot connect and offer Retry or copy details for support. No red error during the first seconds is therefore normal and does not mean the page is stuck.

When the browser reports that it is offline or the tab is no longer visible, the Dialogs screen does not treat this as a persistent connection failure and does not accumulate warnings. When the Internet returns and the tab becomes visible again, it creates a fresh connection automatically. If messages still do not update after returning, use the manual retry steps below.

In the compact status, select the expand button to view diagnostic details and the next retry time. A red error message uses the same copy-for-support action; it copies the reason and code for that specific error.

If new messages appear only after refreshing the page:

1. Refresh the page.
2. Check the Internet and VPN/proxy.
3. Check authorization in the cabinet.
4. Check whether the browser blocks the embedded screen or the persistent service connection.
5. If a connection status is shown, select Retry.
6. If the connection does not recover, use copy details for support.
7. Save the problem time, project ID, dialog ID, and copied text.

Typing indicator

The typing indicator shows:

• the agent generates a response;
• one user is typing;
• several users are typing.

If no new typing update arrives from the visitor or operator, the cabinet automatically removes the stale indicator after 15 seconds. You do not need to refresh the page just to hide it.

Agent response preparation stages

While the agent is working on a response, the open chat and dialog row may show the current understandable stage: “Thinking…”, “Searching for information…”, “Working with an external service…”, “Analyzing an attachment…”, “Creating an image…”, “Creating audio…”, “Preparing the result…”, “Preparing an attachment…”, “Performing an action…”, or “Finalizing the response…”.

If preparation takes five minutes or longer and continues to update, the status changes to “The response is delayed; processing continues”. This is a duration warning, not an error or confirmation of delivery. Check progress in the AI events next to the message.

The status describes the agent's current work. The final text appears as a separate message; check its delivery in Message Information.

When an automation step starts the agent, this group includes an “Automation passed a request to agent” event with the agent's name. It confirms that the command was passed to the agent, but it is not a customer message and does not confirm that the prepared response was sent. A result sent separately to the customer appears in the conversation as a regular message.

After completion, the event group may show “Response prepared”, “Failed to prepare response”, or “Response preparation canceled”. Cancellation means that the started response was stopped, for example after a newer action in the dialog; it does not confirm that a message was sent to the client. Check the resulting message and its delivery status.

If a stage stops updating, the cabinet removes the stale indicator. When the problem repeats, check the connection and expand the response's technical events.

Read and unread messages

Dialogs show operator and recipient read statuses, as well as unread counters. If the counter does not change, check the selected dialog, filters, and connection state.

Notification sound

The chat has notification sound controls. If the sound does not work, check mute in the dialog, browser permissions, sound settings and system volume.