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When a visitor needs someone from your team, the AI hands the conversation over. Your team gets the whole conversation, so the visitor never has to repeat themselves. Set it up in the chat channel’s settings, on the General tab.

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Where visitors go

“Online” means at least one teammate is in the live chat pool right now.

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When the AI offers a person

  • The visitor asks for one. The form opens straight away.
  • The AI decides a person is needed, for example for a sensitive or legal matter, or when it can’t find the answer. It says it can’t help but a colleague can, and shows Connect me with a colleague and No thanks. If the visitor writes a new message instead, the AI takes that as a no and answers it.
How readily the AI offers a person sets how early the AI suggests a person.

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The form

The form takes the place of the text input. It always asks for an email address so your team can reply. Under Details we ask for you can also ask for first name, last name and phone (phone is optional for the visitor), and any of your data fields, like an order number (optional for the visitor too).
  • Up to three fields fit on one step. With more, the form splits into short steps: the name first, then the rest in pairs.
  • Anything the visitor already gave is skipped, either earlier in this chat or through user identification. An identified visitor may only need to confirm.
  • Name and phone are saved on the contact. A data field is saved where the field says: on the ticket or on the contact.
  • Visitors can close the form at any time and carry on chatting with the AI.

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What happens next

After the handover the visitor sees a short note on what to expect. You write it under What happens next:
  • After an email handover: for example, when your team usually replies.
  • While waiting for live chat: shown with the visitor’s place in line. Turn off Show place in line to hide the position.
Leave a text empty to use the built-in one. To write it in other languages, open the Presentation tab and pick the language. A language you leave empty uses your default language’s text. While waiting for live chat, visitors can keep typing, switch to an email reply, or go back to the AI.

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On the ticket

Each handover shows as one line in the ticket’s conversation: who started it (the visitor or the AI) and how it ended. The name, email and phone the visitor gave are on the contact, and data fields are in the ticket’s side panel under Data fields.