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Inbox: take over live conversations and hand them back

Your team can step into any visitor conversation, reply in the same thread and return it to the AI agent.

Updated

Customers shouldn't have to repeat themselves when a person steps in. Operators can now take over a live visitor conversation, reply in the same thread and give it back to the AI agent, as many times as the conversation needs.

What's new#

  • Live visitor conversations. Follow every conversation from your deployments as it happens, with the agent's full replies, tools and sources.
  • Take over at any time, even while the agent is replying. The visitor's next message comes to you.
  • Operator requests. Turn on Operator request in a deployment's features to give visitors a Talk to a person button. The AI agent can request a person too.
  • Accept, cancel or return. Accept request to take a waiting conversation, Cancel request to let the AI agent carry on, and Return to AI agent when you're done.
  • Clear ownership. Visitors see "You're chatting with" and the operator's initials. Your team sees who holds each conversation, so two people never answer at once.
  • Availability. Mark yourself available for visitor requests, AI-agent requests or both. If nobody is available, the widget asks the visitor to leave their details.
  • Automatic return. A request nobody accepts, or a conversation whose operator goes idle, goes back to the AI agent.

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