Taking Over a Conversation

Agents can take over active conversations from the bot or other agents as needed. Here’s how to do it:

How to Take Over a Conversation

1. Navigate to the Conversations section.
2. Locate the desired conversation in the left-hand panel under “Other Conversations.”
3. Click the Takeover button in the middle column. Once clicked, you will immediately be connected to the user.

Identifying Active Users

• Active users are marked with a teal dot next to their name in the left-hand panel.
• The user’s status is also displayed in the right-hand panel. These indicators show users who are actively on the website with the chat window open, meaning they are more likely to see and respond to your messages promptly.

Ending the Conversation

After assisting the user, make sure to end the conversation to properly close it and ensure accurate tracking of completed chats.