Live Representative Chat Mode

Live Representative Chat Mode

To join the conversation as Live Representative:

Locate the "Join" button: Look for the button labeled "Join" on the bottom right-hand side of a chat room.

Click "JOIN": Simply click on the "JOIN" button to change the conversation mode to Live Representative chat Mode as Channel Automation Mode will be disabled after the representative joins the conversation.

• When a live representative joins the conversation or is automatically assigned to the conversation via the default workflow, the mode switches to Live Representative Chat Mode.

• When a live representative joins, Channel Automation Mode will be disabled for the customer and the representative to engage in direct conversation.

• If a live representative joins but doesn't respond immediately, the automated workflow keeps running in the background, waiting for the live representative’s input without bothering the customer.

Channel Automation Mode

To leave the conversation and return to Chat Automation Mode:

Find the "LEAVE" button: Navigate to the bottom right-hand corner of the chat room in the conversation list and locate the button labeled "LEAVE." You can also leave the conversation by clicking the “LEAVE” button inside the conversation which might feature the icon of an exit sign or a door.

Click "LEAVE": Click on the "LEAVE" button to seamlessly exit the conversation and re-enable channel automation mode.