Taking over a conversation

When a conversation appears in the Waiting column, you can take it over with a single click.

How to take over

1. Open the Live support tab.
2. On the card for the chosen conversation, click Take over.
3. You'll go straight to that conversation's view, with an active message field.

From this point on you are its assigned agent and the bot stops replying.

What the customer sees

The customer will see a system note in the chat: "{Your name} joined the conversation". The bot no longer sends its own replies. Every message you send reaches the customer immediately, without going through the model.

Writing messages

Below the conversation you'll find a text field for a new message. Type your message and send it with the Enter key. Start a new line within a message using Shift + Enter.

AI assist

If the answer to the customer's question is in the knowledge base, you don't have to write it from scratch. Generate an AI draft and accept or modify it; see AI assist for agents.

Who can take over

Taking over conversations is available to all team roles in Fibly: Admin, Manager, and Agent. If you want to limit takeovers to a specific group of people, agree on it internally with your team; the system does not block takeovers by role.

Multiple conversations at once

You can have several conversations taken over at the same time. They'll all appear in the My conversations column. Keep in mind, though, that the customer on the other end is waiting for your reply; it's better to handle two conversations at once quickly than five at once slowly.

What's next

After ending a conversation you need to decide what to do with it: hand it back to the bot or close it with an outcome. Ending a conversation.