Taking over a conversation from the AI Agent

As an administrator, you can take over conversations from the AI Agent. In this article you can read how to do this.

As an administrator, you have insight into the conversations that the AI Agent is having and you can take them over directly. A support employee cannot see the AI Agent's conversations. When the chat is forwarded from the AI Agent to an employee, the support employee can see and take over the conversation.

To follow the AI Agent's conversations, do the following:

• Go to Inbox in the dashboard.
• Click on the AI Agent on the left. You will now see all the conversations that the AI Agent is having.
• Choose the conversation and watch along with the conversation (the customer does not see this).
• Click the button In Conversation:
• Choose Assign to me if you want to talk to the customer yourself.