A method for managing chat automation, the method comprising: receiving, by a processor, a signal indicating a communication is being initiated by an end user operating an end user device; receiving (402, 404), by the processor, information from the end user device regarding the communication; selecting, by the processor, a first conversation path based on the information regarding the communication, the first conversation path having a plurality of first conversation stages; invoking, by the processor, an automated chat resource for engaging in a chat communication session with the end user device, wherein the automated chat resource is configured to follow the plurality of first conversation stages in the first conversation path during a first portion of the chat communication session; monitoring, by the processor, confidence levels of automated chat responses during the first portion of the chat communication session; detecting, by the processor, at least one of the confidence levels falling below a threshold level; outputting, by the processor, a graphical indicator representing the at least one of the confidence levels; receiving, by the processor, a selection of a second conversation path from an agent device, in response to the graphical indicator; and redirecting, by the processor, the chat communication session to the selected second conversation path, the second conversation path having a plurality of second conversation stages, wherein the automated chat resource is configured to follow the second conversation stages of the second conversation path during a second portion of the chat communication session. receiving, by a processor, a signal indicating a communication is being initiated by an end user operating an end user device; receiving (402, 404), by the processor, information from the end user device regarding the communication; selecting, by the processor, a first conversation path based on the information regarding the communication, the first conversation path having a plurality of first conversation stages; invoking, by the processor, an automated chat resource for engaging in a chat communication session with the end user device, wherein the automated chat resource is configured to follow the plurality of first conversation stages in the first conversation path during a first portion of the chat communication session; monitoring, by the processor, confidence levels of automated chat responses during the first portion of the chat communication session; detecting, by the processor, at least one of the confidence levels falling below a threshold level; outputting, by the processor, a graphical indicator representing the at least one of the confidence levels; receiving, by the processor, a selection of a second conversation path from an agent device, in response to the graphical indicator; and redirecting, by the processor, the chat communication session to the selected second conversation path, the second conversation path having a plurality of second conversation stages, wherein the automated chat resource is configured to follow the second conversation stages of the second conversation path during a second portion of the chat communication session.