Reply to chats and take over from the AI

Before you start

• The chat is on your website or you share your chat page link.
• To try it yourself, press Test at the top of the Inbox to open a test chat.

Steps

1. Open Inbox ▸ Conversations. Chats the AI hands to a person show up under Waiting on you.

2. Pick a chat. The chip under the customer's name says who has it: AI Active, Needs Human or With team.

3. Type your answer in the reply box and press the send button. Your first reply takes the chat over from the AI, and if nobody has it yet, it's assigned to you.

4. To take over before you type, flip the switch at the top of the chat from the robot to the person. The customer sees that you joined.

5. Type / in the reply box to pick one of your Macros, or use Attach file to send a photo or document.

6. If Draft reply shows beside the reply box, press it for an AI draft. Press Use/Edit to put it in the reply box, check it, then send.

7. To pass the chat to a teammate, press Transfer to agent and pick someone who's online.

8. To give the chat back to the AI, flip the switch back to the robot. The chat shows The AI is answering again.

9. When the customer has what they need, press Mark as Solved (the tick at the top of the chat).

Check it worked

After you reply, the switch at the top of the chat sits on the person and the chip says With team. The AI doesn't answer the customer's next message.

If it didn't work

The AI answered after I'd started helping.

Check the switch at the top of the chat. If it's on the robot, the AI is answering: flip it to the person, or just send a reply.

My reply went by email instead of into the chat.

When the customer has left your site, Via email turns on by itself and your reply goes to the email they gave. Press Via email to turn it off if they're still there.

The AI never answers while I'm online.

In Brain ▸ Configure ▸ Channels, When the AI replies may be set to Only when no agent is online. Choose Always to have it answer every chat first.

Related

• How your AI answers, and when it hands over
• Invite your team, and what each role can do
• A tour of the console