Taking over a conversation and notifications

Who replies to visitors

In the dashboard go to Chat and channels, tab Who replies. Under Who replies to visitors choose one mode:

• Agents only - AI off, your team replies.
• AI Assistant right away - the AI replies to every message, and someone from your team can take over at any time.
• AI Assistant after business hours - your team replies during business hours, the AI outside them.
• AI Assistant when no one is at the chat - the AI replies only when nobody from your team has the dashboard open.
• AI Assistant after hours or when no one is at the chat - safest: the customer always gets a reply.

The "after hours" modes need business hours: Team and hours → Business hours. Without hours the chat is treated as always open.

No customer is left without a reply

When a conversation goes to your team and nobody picks it up within a minute, the AI replies. This doesn't apply to Agents only - then the AI never replies.

When Chatrina hands a conversation to your team

• the customer asks for a person - the AI goes quiet and the dashboard rings,
• the customer asks for a quote, an offer or a meeting - Chatrina offers contact with your team,
• the conversation is very long - Chatrina suggests talking to someone from your team.
• If nobody from your team replies within a minute after the handover, Chatrina comes back so the customer isn't left waiting in silence.

How to take over a conversation

All conversations are in the Chat tab. The conversation header has a switch:

• I'm replying - turns on by itself when you reply to the customer. The AI goes quiet and doesn't interrupt you.
• ✦ AI replies - hand the conversation back to Chatrina with one click. If the customer is waiting, the AI replies right away.

Safety net: when you lead the conversation and the customer writes but nobody replies for 3 minutes, the AI replies. The switch stays on you, so when you're back you just keep writing.

Writing in the chat

• Enter sends the message, Shift+Enter adds a new line.
• Your first reply assigns the conversation to you - others see who is leading it.
• Someone else is leading it? The field is locked - click Take over conversation.
• Each conversation shows how long the customer has been waiting, who leads it and an "AI" badge when Chatrina is replying.

Notifications - so you don't miss a customer

• Dashboard ring - when a customer is waiting for a reply, the dashboard rings every few seconds until someone opens the conversation or replies.
• System notification - "New chat message", even when the dashboard tab is in the background.
• Counter - next to Chat in the menu and in the browser tab title.
• Browser blocked the sound? A button to turn the chat sound on appears at the bottom of the menu - click it once.
• Telegram on your phone - in Company and integrations → Integrations you can set up Telegram notifications. You get a message when a customer waits for a reply longer than 30 seconds - one per series, the next only after someone replies and the customer is left waiting again.

Frequently asked questions