Are you an administrator? Then you can follow the chatbot's conversations and take over immediately! A support employee can't watch the chatbot. As soon as the chatbot has not learned the question and the conversation is transferred to a staff member, support staff members can also see the conversation and take over.
This is how you follow conversations of the chatbot:
- In the dashboard, go to Conversation overview.
- Click on the chatbot on the left. You'll see all conversations the chatbot is having.
- Choose the conversation and open it (the customer won't see this!).
- At the bottom of the conversation you'll see a Take over conversation button.
- Choose Take over conversation if you want to talk to the customer yourself.