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How to make the AI take over conversations when the agent is busy with other conversations

How to make the AI take over conversations when the agent is busy with other conversations

When an agent – who is talking to the customer – is idle or inactive for number of minutes, you can make AI take over the conversation
Last Updated May 17, 2022
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Your agent might forget to end the conversation after assisting the customer or accidentally leave the customer hanged with no reply. 

At that point, “Handover Timeout” comes in handy!

In this article, you will learn how to take advantage of it.

Enabling Handover Timeout

  1. On the left menu, click on Configuration, then go to Handover.
  2. Check the box next to Enable Handover Timeout.
  3. Save Changes.

ℹ️ By default, this option is turned OFF.

Set the timeout duration

To adjust the time needed for the AI to take over any conversation when the agent is idle, use the option called “Timeout in Minutes” to set the idle duration that triggers the last option.

ℹ️ The default duration is 15 mins.

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