[{"data":1,"prerenderedAt":478},["ShallowReactive",2],{"pomoc:\u002Fhelp\u002Flive-support\u002Ftaking-over-a-conversation":3,"pomoc-pages:help_en":155},{"id":4,"title":5,"alt":6,"body":7,"description":145,"extension":146,"key":147,"meta":148,"navigation":149,"order":150,"path":151,"seo":152,"stem":153,"__hash__":154},"help_en\u002Fhelp\u002Flive-support\u002Ftaking-over-a-conversation.md","Taking over a conversation","\u002Fpomoc\u002Fwsparcie-na-zywo\u002Fprzejmowanie-rozmowy",{"type":8,"value":9,"toc":134},"minimark",[10,19,24,45,52,56,63,67,81,85,93,97,112,116,123,127],[11,12,13,14,18],"p",{},"When a conversation appears in the ",[15,16,17],"strong",{},"Waiting"," column, you can take it over\nwith a single click.",[20,21,23],"h2",{"id":22},"how-to-take-over","How to take over",[25,26,27,35,42],"ol",{},[28,29,30,31,34],"li",{},"Open the ",[15,32,33],{},"Live support"," tab.",[28,36,37,38,41],{},"On the card for the chosen conversation, click ",[15,39,40],{},"Take over",".",[28,43,44],{},"You'll go straight to that conversation's view, with an active message\nfield.",[11,46,47,48,51],{},"From this point on you are its ",[15,49,50],{},"assigned agent"," and the bot stops\nreplying.",[20,53,55],{"id":54},"what-the-customer-sees","What the customer sees",[11,57,58,59,62],{},"The customer will see a system note in the chat: ",[15,60,61],{},"\"{Your name} joined the\nconversation\"",". The bot no longer sends its own replies. Every message you\nsend reaches the customer immediately, without going through the model.",[20,64,66],{"id":65},"writing-messages","Writing messages",[11,68,69,70,74,75,78,79,41],{},"Below the conversation you'll find a text field for a new message. Type your\nmessage and send it with the ",[71,72,73],"kbd",{},"Enter"," key. Start a new line within a\nmessage using ",[71,76,77],{},"Shift"," + ",[71,80,73],{},[20,82,84],{"id":83},"ai-assist","AI assist",[11,86,87,88,41],{},"If the answer to the customer's question is in the knowledge base, you don't\nhave to write it from scratch. Generate an AI draft and accept or modify it;\nsee ",[89,90,92],"a",{"href":91},"\u002Fhelp\u002Fconversations\u002Fai-assist","AI assist for agents",[20,94,96],{"id":95},"who-can-take-over","Who can take over",[11,98,99,100,103,104,107,108,111],{},"Taking over conversations is available to all team roles in Fibly:\n",[15,101,102],{},"Admin",", ",[15,105,106],{},"Manager",", and ",[15,109,110],{},"Agent",". If you want to limit takeovers to a\nspecific group of people, agree on it internally with your team; the system\ndoes not block takeovers by role.",[20,113,115],{"id":114},"multiple-conversations-at-once","Multiple conversations at once",[11,117,118,119,122],{},"You can have several conversations taken over at the same time. They'll all\nappear in the ",[15,120,121],{},"My conversations"," column. Keep in mind, though, that the\ncustomer on the other end is waiting for your reply; it's better to handle\ntwo conversations at once quickly than five at once slowly.",[20,124,126],{"id":125},"whats-next","What's next",[11,128,129,130,41],{},"After ending a conversation you need to decide what to do with it: hand it\nback to the bot or close it with an outcome.\n",[89,131,133],{"href":132},"\u002Fhelp\u002Flive-support\u002Fending-a-conversation","Ending a conversation",{"title":135,"searchDepth":136,"depth":136,"links":137},"",2,[138,139,140,141,142,143,144],{"id":22,"depth":136,"text":23},{"id":54,"depth":136,"text":55},{"id":65,"depth":136,"text":66},{"id":83,"depth":136,"text":84},{"id":95,"depth":136,"text":96},{"id":114,"depth":136,"text":115},{"id":125,"depth":136,"text":126},"How to take a conversation over from the bot and handle it personally as an agent.","md","live-support\u002Ftaking-over-a-conversation",{},true,1,"\u002Fhelp\u002Flive-support\u002Ftaking-over-a-conversation",{"title":5,"description":145},"help\u002Flive-support\u002Ftaking-over-a-conversation","Tf4IfJmBqafjoVeVXtdRJ9B-fTMYxoban4quJ2KzyYQ",[156,161,164,170,175,180,185,190,195,200,205,206,211,216,221,226,231,236,241,244,249,254,259,264,269,274,280,285,290,295,300,305,310,315,319,324,329,334,339,344,349,354,360,365,370,375,381,386,391,396,402,407,413,419,425,431,437,443,448,454,460,466,472],{"path":157,"title":158,"description":159,"order":160,"key":160},"\u002Fhelp\u002Fconversations\u002Fconversation-details","Conversation details","[object Object]",null,{"path":162,"title":163,"description":159,"order":160,"key":160},"\u002Fhelp\u002Fteam-and-account\u002Ftwo-factor-authentication","Two-factor authentication",{"path":165,"title":166,"description":167,"order":168,"key":169},"\u002Fhelp","Fibly Help Center","Guides, instructions, and answers to questions about setting up and working with Fibly day to day.",0,"index",{"path":171,"title":172,"description":173,"order":150,"key":174},"\u002Fhelp\u002Fbot-configuration\u002Fbrand","Brand","How to set your website address and a short brand description, the two fields the Fibly bot uses as its basic context.","bot-configuration\u002Fbrand",{"path":176,"title":177,"description":178,"order":150,"key":179},"\u002Fhelp\u002Fcustomers\u002Fcustomer-list","Customer list","How to view, filter, and search customers in the Fibly dashboard.","customers\u002Fcustomer-list",{"path":181,"title":182,"description":183,"order":150,"key":184},"\u002Fhelp\u002Fgetting-started\u002Fhow-the-bot-works","How the Fibly bot works","An overview of the architecture, from the customer's question to handing the matter over to your team.","getting-started\u002Fhow-the-bot-works",{"path":186,"title":187,"description":188,"order":150,"key":189},"\u002Fhelp\u002Finstallation\u002Fwordpress","Installing on WordPress","Three ways to add the Fibly widget to a WordPress-based site.","installation\u002Fwordpress",{"path":191,"title":192,"description":193,"order":150,"key":194},"\u002Fhelp\u002Fconversations\u002Flist-and-filters","List and filters","How to filter, sort, and find conversations in the Fibly dashboard.","conversations\u002Flist-and-filters",{"path":196,"title":197,"description":198,"order":150,"key":199},"\u002Fhelp\u002Fanalytics\u002Foverview","Overview","What the metric tiles and charts on the Fibly panel's home screen show.","analytics\u002Foverview",{"path":201,"title":202,"description":203,"order":150,"key":204},"\u002Fhelp\u002Fbilling\u002Fplans","Plans","A comparison of the Starter, Professional, and Enterprise plans in Fibly, plus the available add-ons.","billing\u002Fplans",{"path":151,"title":5,"description":145,"order":150,"key":147},{"path":207,"title":208,"description":209,"order":150,"key":210},"\u002Fhelp\u002Fteam-and-account\u002Fteam-members","Team members","How to invite, edit, and remove a user in the Fibly dashboard.","team-and-account\u002Fteam-members",{"path":212,"title":213,"description":214,"order":150,"key":215},"\u002Fhelp\u002Fwidget\u002Fappearance","Widget appearance","How to match the colors, button text, and chat window title to your brand.","widget\u002Fappearance",{"path":217,"title":218,"description":219,"order":150,"key":220},"\u002Fhelp\u002Ftroubleshooting\u002Fwidget-not-appearing","Widget not appearing","What to check when the chat button doesn't show up after embedding the script on your site.","troubleshooting\u002Fwidget-not-appearing",{"path":222,"title":223,"description":224,"order":136,"key":225},"\u002Fhelp\u002Ftroubleshooting\u002Fbot-gives-wrong-answers","Bot gives wrong answers","What to do when the bot answers inaccurately, mixes up facts, or makes things up.","troubleshooting\u002Fbot-gives-wrong-answers",{"path":227,"title":228,"description":229,"order":136,"key":230},"\u002Fhelp\u002Fanalytics\u002Fcontrol-center","Control Center","Advanced escalation analytics, bot confidence breakdown, and recommendations in the Fibly panel.","analytics\u002Fcontrol-center",{"path":232,"title":233,"description":234,"order":136,"key":235},"\u002Fhelp\u002Fbilling\u002Fcredits-and-usage","Credits and usage","What AI credits are, how many a single bot message consumes, and where to check your current usage.","billing\u002Fcredits-and-usage",{"path":237,"title":238,"description":239,"order":136,"key":240},"\u002Fhelp\u002Fcustomers\u002Fcustomer-profile","Customer profile","How to edit customer details, add notes, review conversation history, and anonymize data in line with GDPR.","customers\u002Fcustomer-profile",{"path":132,"title":133,"description":242,"order":136,"key":243},"How to hand a conversation back to the bot or close it with a resolution outcome.","live-support\u002Fending-a-conversation",{"path":245,"title":246,"description":247,"order":136,"key":248},"\u002Fhelp\u002Fgetting-started\u002Ffirst-login","First login","How to accept your Fibly invitation and get access to the admin dashboard.","getting-started\u002Ffirst-login",{"path":250,"title":251,"description":252,"order":136,"key":253},"\u002Fhelp\u002Fknowledge-base\u002Fimport-markdown","Import Markdown files","How to import existing documentation in Markdown format into the Fibly knowledge base.","knowledge-base\u002Fimport-markdown",{"path":255,"title":256,"description":257,"order":136,"key":258},"\u002Fhelp\u002Finstallation\u002Fshopify","Installing on Shopify","How to add the Fibly widget to a Shopify store by editing the theme.liquid file.","installation\u002Fshopify",{"path":260,"title":261,"description":262,"order":136,"key":263},"\u002Fhelp\u002Fbot-configuration\u002Fmessages","Messages","How to set the bot's first message and choose one of three conversational personalities.","bot-configuration\u002Fmessages",{"path":265,"title":266,"description":267,"order":136,"key":268},"\u002Fhelp\u002Fteam-and-account\u002Froles-and-permissions","Roles and permissions","What the Admin, Manager, and Agent can do in the Fibly dashboard.","team-and-account\u002Froles-and-permissions",{"path":270,"title":271,"description":272,"order":136,"key":273},"\u002Fhelp\u002Fwidget\u002Fwelcome-notification","Welcome notification","How to set a short message that encourages the customer to open the chat.","widget\u002Fwelcome-notification",{"path":275,"title":276,"description":277,"order":278,"key":279},"\u002Fhelp\u002Fconversations\u002Fclosing-a-conversation","Closing a conversation","How to mark finished conversations as resolved or unresolved, and why it matters.",3,"conversations\u002Fclosing-a-conversation",{"path":281,"title":282,"description":283,"order":278,"key":284},"\u002Fhelp\u002Fbot-configuration\u002Fhuman-support","Human support","How to configure handing conversations over to your team when the bot can't handle a question.","bot-configuration\u002Fhuman-support",{"path":286,"title":287,"description":288,"order":278,"key":289},"\u002Fhelp\u002Finstallation\u002Fwix","Installing on Wix","How to add the Fibly widget to a Wix site through the site settings panel.","installation\u002Fwix",{"path":291,"title":292,"description":293,"order":278,"key":294},"\u002Fhelp\u002Fwidget\u002Fnotification-sound","Notification sound","How to choose the audio cue the widget plays for the customer when new messages arrive.","widget\u002Fnotification-sound",{"path":296,"title":297,"description":298,"order":278,"key":299},"\u002Fhelp\u002Fgetting-started\u002Fquick-start","Quick start","A checklist for first launching the bot, from logging in to the first conversation.","getting-started\u002Fquick-start",{"path":301,"title":302,"description":303,"order":278,"key":304},"\u002Fhelp\u002Fbilling\u002Fteam-seats","Team seats","What the seat limit means, how to buy additional seats, and what happens when you exceed the limit.","billing\u002Fteam-seats",{"path":306,"title":307,"description":308,"order":278,"key":309},"\u002Fhelp\u002Fteam-and-account\u002Fuser-profile","User profile","How to change your first name, last name, and review your account details in the Fibly dashboard.","team-and-account\u002Fuser-profile",{"path":311,"title":312,"description":313,"order":278,"key":314},"\u002Fhelp\u002Fknowledge-base\u002Fmanually-written-article","Writing articles manually","How to write knowledge base articles in the Fibly editor, in visual or source mode.","knowledge-base\u002Fmanually-written-article",{"path":91,"title":92,"description":316,"order":317,"key":318},"How to generate a draft reply based on your knowledge base while handling a conversation.",4,"conversations\u002Fai-assist",{"path":320,"title":321,"description":322,"order":317,"key":323},"\u002Fhelp\u002Fteam-and-account\u002Fchanging-password","Changing your password","How to update the password for your Fibly account.","team-and-account\u002Fchanging-password",{"path":325,"title":326,"description":327,"order":317,"key":328},"\u002Fhelp\u002Fwidget\u002Fenabling-and-disabling","Enabling and disabling the widget","How to temporarily hide the chat button without removing the code from your site.","widget\u002Fenabling-and-disabling",{"path":330,"title":331,"description":332,"order":317,"key":333},"\u002Fhelp\u002Finstallation\u002Fprestashop","Installing on PrestaShop","How to install the official Fibly module in a PrestaShop store.","installation\u002Fprestashop",{"path":335,"title":336,"description":337,"order":317,"key":338},"\u002Fhelp\u002Fbilling\u002Finvoices","Invoices","Where to find your invoices, what their payment statuses mean, and how to download a PDF.","billing\u002Finvoices",{"path":340,"title":341,"description":342,"order":317,"key":343},"\u002Fhelp\u002Fbot-configuration\u002Fknowledge-base-context","Knowledge base context","How to set the depth of prerequisites the bot takes into account when answering.","bot-configuration\u002Fknowledge-base-context",{"path":345,"title":346,"description":347,"order":317,"key":348},"\u002Fhelp\u002Ftroubleshooting\u002Fno-email-notifications","No email notifications","What to check when you're not receiving escalation emails or the weekly summary.","troubleshooting\u002Fno-email-notifications",{"path":350,"title":351,"description":352,"order":317,"key":353},"\u002Fhelp\u002Fknowledge-base\u002Fpinning-articles","Pinning articles","How to choose up to three key articles that your Fibly bot reads before every answer.","knowledge-base\u002Fpinning-articles",{"path":355,"title":356,"description":357,"order":358,"key":359},"\u002Fhelp\u002Fbilling\u002Fchanging-plan","Changing your plan","How to move to a higher or lower plan in Fibly.",5,"billing\u002Fchanging-plan",{"path":361,"title":362,"description":363,"order":358,"key":364},"\u002Fhelp\u002Ftroubleshooting\u002Fconversation-not-in-live-support","Conversation not appearing in Live support","Diagnosing the situation where a customer asks for a human but the conversation doesn't reach the agent queue.","troubleshooting\u002Fconversation-not-in-live-support",{"path":366,"title":367,"description":368,"order":358,"key":369},"\u002Fhelp\u002Finstallation\u002Fsquarespace","Installing on Squarespace","How to embed the Fibly widget on a Squarespace site through the \"Code Injection\" section.","installation\u002Fsquarespace",{"path":371,"title":372,"description":373,"order":358,"key":374},"\u002Fhelp\u002Fknowledge-base\u002Fprerequisites","Prerequisites","How to link knowledge base articles into groups that your Fibly bot reads together.","knowledge-base\u002Fprerequisites",{"path":376,"title":377,"description":378,"order":379,"key":380},"\u002Fhelp\u002Fknowledge-base\u002Fcontent-quality","Content quality","How Fibly automatically assesses knowledge base articles and what each status means.",6,"knowledge-base\u002Fcontent-quality",{"path":382,"title":383,"description":384,"order":379,"key":385},"\u002Fhelp\u002Finstallation\u002Fdomain-verification","Domain verification","How to confirm that you own the domain where you're embedding the Fibly widget.","installation\u002Fdomain-verification",{"path":387,"title":388,"description":389,"order":379,"key":390},"\u002Fhelp\u002Finstallation\u002Fcustom-website","Installing on a custom website","How to embed the Fibly widget in plain HTML, Next.js, Nuxt, Vue, and React.","installation\u002Fcustom-website",{"path":392,"title":393,"description":394,"order":379,"key":395},"\u002Fhelp\u002Fteam-and-account\u002Fweekly-summary","Weekly summary","A weekly email with metrics on your bot's performance and improvement suggestions.","team-and-account\u002Fweekly-summary",{"path":397,"title":398,"description":399,"order":400,"key":401},"\u002Fhelp\u002Fknowledge-base\u002Fbest-practices","Best practices","Tips for writing, organizing, and maintaining your Fibly bot's knowledge base.",7,"knowledge-base\u002Fbest-practices",{"path":403,"title":404,"description":405,"order":400,"key":406},"\u002Fhelp\u002Finstallation\u002Finstallation-verification","Installation verification","How to check that the Fibly widget works correctly after embedding it on your site.","installation\u002Finstallation-verification",{"path":408,"title":409,"description":410,"order":411,"key":412},"\u002Fhelp\u002Fgetting-started","Getting started","What Fibly is, how the bot works, and what to prepare before your first login.",10,"getting-started\u002Findex",{"path":414,"title":415,"description":416,"order":417,"key":418},"\u002Fhelp\u002Finstallation","Widget installation","How to embed the Fibly widget on your website. Ready-made instructions for the most popular platforms.",20,"installation\u002Findex",{"path":420,"title":421,"description":422,"order":423,"key":424},"\u002Fhelp\u002Fwidget","Widget","How to customize the appearance, content, and behavior of the chat widget on your website.",25,"widget\u002Findex",{"path":426,"title":427,"description":428,"order":429,"key":430},"\u002Fhelp\u002Fknowledge-base","Knowledge base","How to build and maintain the knowledge base your Fibly bot draws its answers from.",30,"knowledge-base\u002Findex",{"path":432,"title":433,"description":434,"order":435,"key":436},"\u002Fhelp\u002Fconversations","Conversations","How to browse, filter, and analyze customer conversations with the bot and your team.",35,"conversations\u002Findex",{"path":438,"title":439,"description":440,"order":441,"key":442},"\u002Fhelp\u002Fbot-configuration","Bot configuration","How to set the brand, tone of voice, escalation behavior, and answer context for the Fibly bot.",40,"bot-configuration\u002Findex",{"path":444,"title":33,"description":445,"order":446,"key":447},"\u002Fhelp\u002Flive-support","How to handle conversations waiting for an agent, take them over from the bot, and end them.",45,"live-support\u002Findex",{"path":449,"title":450,"description":451,"order":452,"key":453},"\u002Fhelp\u002Fanalytics","Analytics","How to read the metrics and charts about your bot's and your team's work in the Fibly panel.",50,"analytics\u002Findex",{"path":455,"title":456,"description":457,"order":458,"key":459},"\u002Fhelp\u002Fcustomers","Customers","How to view and manage the profiles of people who have talked to the bot on your website.",55,"customers\u002Findex",{"path":461,"title":462,"description":463,"order":464,"key":465},"\u002Fhelp\u002Fteam-and-account","Team and account","How to manage team members, roles, your own profile, and access security.",60,"team-and-account\u002Findex",{"path":467,"title":468,"description":469,"order":470,"key":471},"\u002Fhelp\u002Fbilling","Billing","How plans, AI credits, team seats, and invoices work in Fibly.",65,"billing\u002Findex",{"path":473,"title":474,"description":475,"order":476,"key":477},"\u002Fhelp\u002Ftroubleshooting","Troubleshooting","Diagnosing the most common issues with the widget and the Fibly dashboard.",999,"troubleshooting\u002Findex",1782382441962]