You can step into any conversation at any time. The customer stays in the same chat and sees a person arrive.
- 1
Take over
Open the conversation. While the AI is in charge, the reply box shows AI is replying. Click Take over.
The customer sees "A support agent has joined the conversation."
- 2
Reply
Write your reply and press Send (Enter). Press Ctrl+Enter (Cmd+Enter on Mac) to Send & Close.
From the reply box you can also:
- insert a Saved reply by typing
/ - click AI Draft to have the AI write a reply for you to edit
- Attach file, or drop a file onto the conversation
- insert a Saved reply by typing
- 3
Hand back
When you're done, click Hand back at the top of the conversation. The customer sees "You're now chatting with our AI agent." and the AI carries on.
If you take over and don't reply
If nobody replies within 15 minutes of taking over, the AI takes the conversation back, so the customer isn't left waiting. At 10 minutes you get a reminder with a Hand Back button.
Once you've sent a reply, the conversation stays with your team until it's closed.
Email conversations
There's nothing to take over. Just reply: the conversation switches to your team as soon as you send.
When the customer has left
If the visitor left their email and you have Email visitors your reply turned on, your reply reaches them by email. See Customize the chat.