How to allow users to end conversations by returning to the AI Bot while they are in a conversation with an agent

Sometimes a customer might need to return to AI Bot after getting help or info from your agents.

In this article, you will learn how to grant this option to your customers.

Enable Bot to take thread

Enabling this feature will give your customers the option to end their active conversations with your agents & return to using the AI Bot.

To enable “Bot To Take Thread”, follow these steps:

1. On the left menu, click on Configration.
2. Go to Handover.
3. Check the box next to Enable Bot button To Take Thread.
4. Save Changes.

ℹ️ By default, this option is turned OFF.