Live conversations

There will be times when the digital assistant is unable to handle a query and at this point an Intervention will begin. This process will attempt to find an appropriate Agent to pick up the conversation.

Accepting an Intervention

When an intervention process starts, the conversation will appear on the Conversations page as shown below.

On this screen you can see the information about the user, if provided, a summary of the conversation and a blue button at the top of the page to Assign the conversation to yourself. Clicking on the blue button will transfer the conversation to the current user and you'll be able to type replies directly to the user.

Reassigning an Intervention

If you have other members of the team who would be more appropriate to answer this particular conversation then you can reassign the user to them. Assuming the conversation has already been accepted as per the steps above, you should see a Change conversation owner button in the top right hand corner.

Clicking on this button will display a pop up, from here you can perform a few actions. You can Assign the user to another agent, Cancel Takeover or Return the user to the queue Select Assign to another agent and this will show the list of agents available, simply select one of the names you see. Doing this will remove the conversation from your own queue and place the conversation on theirs. The conversation will appear under the My Queue section of their workspace. They will not need to refresh their screen to see it appear.

Completing an Intervention

If the conversation has been resolved, then selecting the blue tick button at the top right hand corner will effectively pass the conversation back to the bot.

This process will prompt you for a variety of information before you can click Complete Takeover. These bits of information such as the Topic and Outcome help to understand more about how the conversations were handled.

You can optionally add tags to the conversation, and decide on a block to send to the user when the conversation takeover has been completed. This can be useful to conclude the conversation or provide them with a follow up query.

Previous History

If the same user was chatting to the bot on a different day you can view their interaction history via the History tab in the right hand section of their profile.