This guide will teach you how to take over conversations from your AI assistant and address your customers directly.
Taking Over Your Assistant
To take over a conversation from your assistant, select the chat you want to start interacting with from the conversation list. Next, the assistant’s chat history with the user will pop up in the chat area.
Send a first message and the conversation will be automatically assigned to you. You can also manually assign the conversation to yourself using the agent dropdown at the top right of the Inbox. The user will be informed that they are no longer conversing with the assistant, but with an Inbox agent.
You can type in your text in the Message editor.
Apart from the basics, the Editor also includes a Variables option which allows you to personalize any message. With Variables, you can automatically add different user details with fallbacks, including the user’s name, city, country, location time, email, and phone.
More tools featured in the Message editor:
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 insert a button linked to an internal or external source. 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 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 provide feedback and remarks regarding the user or conversation.
This helps other agents gain more insight into the chat progress if they’re later assigned to the conversation.
All you need to do is click the toggle button. The editor will turn yellow, indicating that you can type in a note. When you click the Send icon, your note will pop up in a yellow speech bubble in the chat area. Once you’re done typing in your message or making use of other tools, click Send to deliver the message to the user.
The Message editor includes a Send and close action that you can find next to the Send icon. It allows you to close the conversation after you send the last message that resolves a query.
Reassigning Conversations To Other Agents
The Hoory Inbox allows you to easily re-assign conversations to other Inbox agents.
In the chat area, click the Inbox agent dropdown to see the list of available agents. Next, select the desired agent!
If you wish to learn more about the Conversation list, consult our guide on Making Sense of The Conversation List.
Closing a Conversation
How to close a conversation:
Click on the desired conversation in the Conversation list;
In the chat area, click the icon at the top right.
Alternatively, click the Send and close button at the bottom of the Message editor.
Remember that you or the user can always re-open a conversation by typing in a new message.
For more information, feel free to contact our Support team via [email protected].