Agent transfer
Use the Conversations product to enable end users to talk to a live agent.
During a chat with your assistant, if the end user enters keywords, such as agent or human, the assistant transfers the chat to Conversations. The assistant also sends you an email notification.
- Until an agent is assigned to the chat, the end user can continue chatting with the assistant.
- When the chat is closed in Conversations, the end user can continue chatting with the assistant.
View a list of agent requests
In the assistant, select agent requests to view the list of requests. Each request is from a specific user. The requests are categorized as new and viewed.
View the agent request in Conversations
In Conversations, the chat is listed.
Delete an agent request
You can delete requests from the list. The chat is not deleted in Conversations.