How do I take over a chat from the bot, or give it back?
Open the chat in Conversations and click Take over. The bot stops answering that visitor. Click Give back to the bot when you're done.
Open the chat in Conversations and click Take over. The bot stops answering that visitor, and you write to them yourself. When you're done, click Give back to the bot.
Also called: human handoff, take control, live agent, join the chat, prendre le relais, reprendre le chat, redonner au bot
Step 1: Open the chat
In your CRM, click Conversations. Website chats are tagged Website chat. The ones the bot passed to you are under Needs you, with the reason.
Click: Conversations › Needs you
Step 2: Take over
Above the messages, a bar says who answers, like "The bot is answering this chat". Click Take over. The bar now says "You answer this chat".
Click: the chat › Take over
Step 3: Write to the visitor
Type in Write to the visitor… and click Send. If the bot suggested an answer, it's already in the box: "The bot suggested this answer." Change it or send it as it is. On the website now shows while the visitor is still there.
Click: Write to the visitor… › Send
Step 4: Give it back
Click Give back to the bot. If the visitor wrote last, the bot answers them now. To have the bot answer only their last message and keep the chat yourself, click Let the bot answer under it.
Click: the chat › Give back to the bot
Good to know
Answering is enough. When you answer a chat, the bot pauses in it on its own, even without Take over.
The visitor left? "If they left the website, your answer also goes by text or email."
The bot learns from you. When you answer a chat the bot passed on, it remembers the answer for next time ("Remembered for the bot", with Undo). See How do I teach the bot better answers?
Done? Click Close. The visitor can then rate the chat from 1 to 5 stars.
With Only you chosen in Front desk, there's no Give back to the bot: your team answers every chat.
If it doesn't work
No Take over button. Your role can't answer chats, or the bot isn't answering this one. Ask the owner about your role.
No Let the bot answer button. It shows only when the visitor wrote last.
"The bot is writing…" It's answering. Wait a moment.