In this guide, you will learn how to take over your AI assistant talk directly to the user.
Taking Over Your Assistant
When taking over your assistant, select the conversation you want to take over from the Conversation List.
Next, you’ll see the assistant’s chat history with the user appear in the Chat area.
Once you send the first message, the assistant stops answering, and you are assigned to the conversation. You can also manually assign the conversation to yourself from the agent dropdown on the top right of the Inbox. The user will be informed that they are no longer chatting with the assistant but with an Inbox Agent.
You can enter your message in the Message Editor, which includes functions such as Basics (B, U, I), Attachments, Link, etc.
The Editor also includes a Variables option which allows you to personalize your messages. With Variables, you can automatically add different user details with fallbacks which include things like the user's name, city, country, location time, email, and phone.
The Message Editor features other unique tools as well:
The Button allows you to provide customizable call-to-actions (CTAs) to redirect users to different sources. For example, if a user asks about a specific product, service, or page within your website, you can provide the relevant page URL by inserting a button within the message you want to send to the user. All you have to do is click the Button icon, give it a title, add the URL and save.
Internal Note Messages
In the Message Editor, you also have the option of adding internal notes by clicking the Notes toggle at the bottom of the Editor. Internal notes are meant for Inbox Agents only and allow you to leave your remarks about the user and/or conversation. This helps other agents gain more insight about the user if they’re later assigned to the conversation.
All you have to do is click the toggle button, and the Editor turns yellow, indicating that you can type in a note. Once you click the Send icon, your note will pop up in a yellow speech bubble in the Chat area. And no worries, only you and other support agents can see the notes; they will not be visible for your users.
Once you’re done typing in your message (or any other tools you want to include), all you have to do is click Send to send the message to the user.
The Message Editor also includes a Send and Close action next to the Send icon, which allows you to close the conversation when you send the last message if the issue is resolved.
Reassigning Conversations to Other Agents
Hoory’s Inbox also allows you to easily re-assign the conversation you are assigned to another Inbox Agent. All you have to do is follow a few simple steps:
Select the desired conversation from the Conversation List in the Left Sidebar.
In the chat area, click the Inbox Agent dropdown at the top right (in the dropdown, you will see the list of available agents)
Finally, just choose the desired agent!
If you want to learn more about the Conversation List, check out our guide <LinktoListofConversations>.
Closing a Conversation
Want to close a conversation? Just follow these simple steps.
Click the desired conversation from the Conversation List.
In the single conversation preview section, click the icon at the top right.
Or, as we already mentioned, click the Send and Close button at the bottom of the Message Editor.
Also, you or the user can re-open a conversation after it has been closed by typing in a new message.
If you have additional questions or concerns, feel free to contact our Support team!