Sign in

Record ai participation for reporting

As a conversation progresses, the platform keeps a per-conversation record of AI involvement — AI-assisted, AI-only, AI-transferred, AI message count, operator intervention — so AI indicator reporting reads a maintained fact rather than recomputing it from the full message history each time.

When this happens: An AI-related message or handover event occurs on a conversation.

How it works

  • The AI Assistant sends an Auto Reply message to Ana Popescu.
  • EasyCRM updates the conversation's AI-participation record: an AI turn is recorded, the AI message count increments.
  • Later, the conversation is transferred from the AI to Radu because the answer was not grounded.
  • EasyCRM updates the record: the handover count increments and the handover reason is set to Ungrounded
  • Radu sends a reply himself.
  • EasyCRM updates the record: an operator turn is recorded — the conversation is now AI-assisted, not AI-only.

Other paths

Operator accepts a copilot suggestion unchanged

An operator accepts and sends an AI-drafted suggestion. The sent message carries Operator provenance and the AI-drafted flag (FR-28); the AI-participation record counts it toward the AI message count and also records an operator turn.

Fallback message sent

The AI cannot produce a reply and the fallback message is sent. The fallback count and the handover count both increment on the same record.

Good to know

  • One AI-participation record exists per conversation, updated in place, not appended.
  • A Copilot suggestion the operator sends counts toward AI message volume but also marks operator involvement — both are true at once.