When your agent experience a lousy internet connection & gets disconnected for some reason, it’s a wise choice to make the AI Bot take over the conversation.
In this article, you will learn how to set the disconnection duration before AI Bot takes over the conversation.
Let’s get started!
Adjusting Agent Disconnect Timeout
Adjust the time for an agent to keep the conversation with a customer while disconnected by:
- On the left menu, click on Configuration, then go to Handover.
- Set the number of seconds for Agent Disconnect Timeout in Seconds.
- Then save changes.
ℹ️ By default, this option is set to 30 seconds, which means that the AI Bot will return the conversation to the pending mode in case of agent disconnection for 30 seconds.