Live takeover
Your team sees live conversations in the inbox and can take over any of them. The assistant steps back, and the shopper is told that a person has joined. When your team hands back, the chat says the AI assistant is back.
Office hours
Live chat is only offered when someone can answer. Outside office hours the assistant offers to send the conversation to your team by email or helpdesk instead.
Handoff targets
- Email with the transcript
- Zendesk, Gorgias and Freshdesk tickets
- Slack notifications
- PrestaShop Customer Service threads
- An outgoing webhook to your own system
Every delivery states the shopper's identity level and whether the email is verified. Unverified emails are marked, so your team checks before sharing order details. Conversations you hand off are sent to your helpdesk under your own agreement with that service.
Transcripts and CSAT
Shoppers can have the transcript emailed to them and rate the conversation.