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 the Conversation Overview 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).
- At the bottom of the conversation, you will see a Take over conversation button.
- Choose Take over conversation if you want to talk to the customer yourself.