How to take over a chat from another agent or AI Assist

The instructions below are for desktops and laptops only.

When managing customer conversations in tawk.to, there may be situations where you need to take over an active chat from your AI agent or another human agent.

Whether you're providing a more personalized response or resolving a complex issue, this guide will help you seamlessly take control of an ongoing conversation.

Your ongoing chats are visible in the left panel of the dashboard. Each chat displays the name or identifier of the customer and the agent currently responding (if applicable). 

Follow these steps to take over a chat:

1. Find the chat you want to take over in the left panel of your tawk.to dashboard.

2. Click the chat to open the conversation.

3. Click Join Chat.

5. If your AI agent handled the chat, it will be automatically removed from the conversation. If another human agent is in the chat, they will remain in the conversation.

You’ll now be an active agent in the conversation, and the customer will see your responses. Other human agents (if present) can still participate in the chat unless they choose to leave. 

If you close the chat in your dashboard, and the customer asks another question, it’s treated as a new conversation. The conversation thread will remain, but a new notification will appear in the dashboard. Your AI agent will rejoin the chat (after the pre-set delay) and handle the new inquiry. You or another agent can take over again if needed.

With these simple steps, you can seamlessly join an active conversation and ensure customers receive the best possible assistance. 

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