Go online
- Open Support and Live chat.
- Set your agent status to online.
- Choose the countries you can support.
- Keep the live conversation list open while you are available.
Join a shopper
Waiting requests appear in the live queue. Choose Join to take ownership; only one agent can own a conversation at a time. While a human owns it, AI response generation pauses.
Hand back to AI
Use End takeover after resolving the live portion. The support state returns to AI, and the transcript remains in the conversation record. If nobody is available, shoppers can send an email ticket with the transcript.