How does human takeover work if no agents are alive?
The majority of the decisions about the takeover’s terms rest with you.
Agents may receive notifications of incoming messages if they are available or if they are too busy.
You can advise clients to book an appointment for a later time.
A different response from the bot is an apology and a suggestion for users to check back between the hours of 8 and 6 p.m.
We might also raise a ticket so that agents can respond when they log back into the system.
