Answers right away. A person when needed.
Your agent answers recurring questions from your company knowledge base. When your team is needed, a person continues in the same conversation with the earlier messages at hand.
Question
Can I still change the delivery address on my order?
Grounded answer
The address can be changed until the order moves to packing. After that the change is made at the pickup point.
Handover requested
Finding an agent for you
We will reply as soon as we can.
A person continues
Anna joined the conversation
I checked your order, there is still time to change the address. Where should it go?
Human support
Your team picks up where the customer left off.
Your specialist receives the conversation history. You also choose how customers can get in touch while your team is away.
- The conversation so far
- The specialist continues from the same conversation and sees what has already been asked and answered. The visitor repeats nothing.
- The same window
- A person's messages arrive in the same conversation as the agent's. The visitor moves to no email, ticket or other page.
- The agent stands back
- Once human support has been requested, the agent does not answer over it. If the request lapses, the visitor is told and the agent resumes.
- When nobody is available
- The visitor sees that immediately and can leave a message and contact details instead of waiting on an empty conversation.
Explore the specialist workspace and how your team continues the conversation. See the human support view
Where conversations are processed, and on what terms, is documented in one place. Read how data is handled
Frequently asked questions
Clear answers.
What are the agent’s answers based on?
Add your company website, files and question-and-answer pairs to the knowledge base. You can test answers in the preview and fill knowledge gaps before going live.
What do customers see when the team is away?
When human support is enabled but your team is unavailable, customers can leave a message and contact details. You set business hours in the human support settings.
What happens when the agent cannot answer?
You can guide it to ask for contact details or hand the live conversation to a person. The exact path depends on your settings and team availability.
Can I review conversations?
Yes. Conversation history helps you review answers and identify recurring questions and knowledge gaps.