When the agent steps aside, who gets emailed, how to take over, and how it picks back up.
The agent handles most of a conversation on its own, but some chats need a person. This article covers when the agent hands a chat over, how your team takes it, and how it comes back.
When your rules say a chat should go to a person, the agent hands it over with a one-line reason and stops replying, so your team can take over without the agent talking over them. The owner and the assigned teammate get an email.
When your team is done, hand the chat back and the agent resumes answering. It sees what the person wrote while they had the chat, and carries on from there — it doesn't repeat questions your team already answered.
Separately from handover, the owner gets an email whenever the agent marks a lead ready. This doesn't take the agent out of the conversation — it keeps chatting normally until someone actually steps in.
If a customer says stop, Zymbler respects that — they aren't messaged again.
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