Handing a customer over to an agent
When the assistant cannot solve it, the conversation moves to a person on the same screen.
On the visitor's side
The chat window has a “Talk to a person” button. Pressing it does not change the page or close the window; the same conversation continues and the assistant goes quiet.
On your side
•Open the LIVE section in the panel. Waiting visitors are listed at the top, with how long they have been waiting.
•Press “Take over” and start typing. The conversation before the handover is there too, so the customer is not asked the same things again.
•Only one person can take over a conversation at a time.
If nobody is available
The visitor waits and sees that on screen. A ticket is also opened so your team can follow up later.