When a visitor wants a person the conversation moves to your team: the assistant goes quiet and the chat lands in your inbox with a summary and a priority. The customer does not have to explain everything again.
In three ways: the visitor asks for a person, the assistant cannot find an answer, or the conversation shows damage, a payment problem or anger. In that last case the conversation is flagged as priority.
When nobody is in the panel — including outside working hours — the widget asks the visitor for an email address. When someone is there, asking is optional. If the visitor does not see the reply in the widget within 45 seconds, the same reply is also sent to the address they left.
At the moment of handoff a notification goes to the assignee, or their team, or an admin. You choose the channel: panel notification, email, WhatsApp or SMS.
Give your URL and your assistant starts answering from your knowledge base.
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