Getting chat notifications even when AI Assist is active

The instructions below are for desktops and laptops only.

In this guide, we’ll help you set up tawk.to to receive incoming chat notifications, even while your AI agent is active.

This empowers you to handle chats yourself and alerts you when a new chat starts—so you can monitor your AI agent’s response if needed.

We’ll cover the basics of delaying your AI agent’s initial response, so you can seamlessly join conversations as soon as they begin.

When a visitor starts a chat, a notification appears on your dashboard, where you or your team can click to respond.

While this is good for reducing response times, there may be scenarios where you might want to address the visitor’s query personally.

Setting a delay before your AI agent responds gives you time to review the incoming chat and handle the conversation yourself, giving you more control over managing incoming chats while leveraging your AI agent’s help when needed.

Next, we go over the steps to delay your AI agent’s response.

1. Log in to tawk.to, and select the correct property.

2. Click Automation on the left navigation bar.

3. Click Agents in the left submenu.

4. Select your AI agent.

5. Click Settings in the left menu. Under Behaviour, switch on the Delay Apollo live chat answering for toggle.

6. Click Select delay.

Then, choose a duration from the list. We recommend starting with a 10-second delay. This gives you a brief window to see the incoming chat and decide if you want to take over.

Your AI agent’s initial response will now be delayed by the duration you selected above.

When a visitor starts a chat, you can click the notification on your dashboard to respond.

You’ll have a 1-minute window to join the conversation before your AI agent responds.

If you don’t join the chat, your AI agent will enter the conversation as instructed.

• Experiment with delay time
  Adjust the delay duration as needed. A longer delay might frustrate visitors if you're unavailable, while a shorter one might not give you enough time to respond.

• Monitor and modify regularly
  Regularly monitor your chat logs to identify areas for improvement. Fine-tune your AI agent's responses and behavior and tailor its interactions to your needs. You can take control of a chat whenever you need to, even if your AI agent has already responded.

• Have a balance between AI and human interactions
  While your AI agent can handle initial interactions, it's also good to have human agents available to provide personalized support and address more complex issues. The delay feature helps you balance AI assistance with human interaction.

If you’re not getting chat notifications, learn how to troubleshoot with these guides:

Enabling desktop notifications

Why am I not getting sound notifications?

Managing sound settings and desktop notifications

With the above steps and considerations, you can effectively manage incoming chats, and engage with visitors directly. This allows you to provide prompt, personalized support while leveraging your AI agent’s help when you're busy or unavailable.

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