When the AI assistant hands the conversation to your team

The assistant hands the conversation to your team when:

• the visitor asks for a human or an agent - the AI goes quiet and the dashboard rings for your team,
• the visitor wants a phone call - the assistant shows a number field (on plans with callback, the system calls just like from the widget),
• the visitor asks for a quote, an offer or a meeting - the assistant suggests contacting an agent,
• the conversation is very long - the assistant suggests an agent itself, then passes the conversation to your team.

If no one on your team replies within about a minute and a half after the handover, the assistant comes back so the visitor isn't left without an answer.

Taking over - the "AI replies / I'm replying" switch

In the conversation header in the Chat tab there is a switch:

• I'm replying - turns on by itself when you reply in the conversation. The assistant goes quiet and does not interrupt you.
• AI replies - one click hands the conversation back to the assistant. If the customer is waiting for an answer, the assistant replies right away. You can take the conversation back at any time.

Safety net: when you are handling the conversation and the customer writes but nobody replies for 3 minutes, the assistant replies - the customer is never left without an answer. The switch stays on you, so when you come back you simply keep writing.

What the assistant doesn't do

• It can't see images or files.
• It doesn't answer phone calls - on the phone it's always a person.
• It doesn't make binding promises on behalf of your company.