Taking over a conversation

Note: To receive notifications in your browser whenever a user receives too many default answers or requests a live agent, you must go to the Live Takeover page as soon as you sign on to Communicate (click Takeover at the initial EngageOne™ Communicate screen).

To take over a conversation

  1. Click Takeover on the initial EngageOne™ Communicate screen to go to the Live Takeover page which lists all the current conversations.
  2. Monitor the conversations to identify any that might require you to intervene. Awaiting Agent contains all sessions where users need assistance. Conversations are automatically sorted from latest to oldest.
  3. To see in detail how a conversation is progressing, click the row. A pane on the right shows the conversation so far.
  4. To take over a conversation, click the row and then click the Take Over Conversation button.

    Only one operator can take over a conversation at a time.

  5. Once you have taken over a conversation, the bot may send the user a default message to let them know what is happening. This depends on how the bot is configured. If there is no default message, you may want to let the user know that they are now chatting with a live person.
    • You'll see a comment that the conversation has been taken over from this point on.
    • Any text that you type or anything that you paste into the box will be sent directly to the user.
    • Their response will appear in the Preview pane in the usual way.
    • The … means that the user is typing.

Sending attachments

To send an attachment to the user as part of the conversation, click the paperclip symbol at the bottom of the conversation, and browse to the required file. The user has 24 hours in which to download it before it is removed.

Users can also send you attachments but only when you have taken over the conversation and are still in control. You can download the documents and right-click on images to view them in a separate browser tab.

Note: As a security measure, the name of any file that you send to the user will be changed. Consider password protecting the file for additional security.
Note: Attachments sent before or after live takeover will go to the email address used by the bot.

Finishing the conversation

  1. Once you have finished chatting with the user, end the conversation by clicking the Finish Conversation button.

    It is not possible to accidentally end the conversation as there is a confirmation message.

  2. The end action is set by default and can be one of the following:
    • Sending a default interaction (depends on the bot whether there is one).
    • Sending nothing and just exiting from the conversation.
    • Sending a custom message - enter the message that you want to send.
    • Select a different interaction to send.