When does Desk hand a chat to a person?
When the visitor asks for a person, including when they accept the assistant's offer after an answer it wasn't sure of, or when the AI can't respond. From then on the AI stays quiet until someone hands the chat back.
How does my team know a chat needs them?#
Each teammate chooses in their account settings to get an email for every new conversation, or only when a visitor asks for a person. The dashboard updates live, so new messages show up within about a second.
Can two people reply to the same chat?#
Only one person handles a chat at a time, so visitors never get two different answers.
Can the AI take over again?#
Yes. Anyone on the team can hand the chat back. The AI then sees everything your team said and continues from there.
What does the visitor see?#
The assistant's status changes as it works, from online, listening and thinking to solved, and to stepping aside when it passes the chat to your team.
Who can do what in the dashboard?#
| Role | Can do |
|---|---|
| Admin | Manage the team, knowledge base, integrations and settings, and handle conversations |
| Agent | Handle conversations |
Everyone signs in with two-factor authentication.
How do I find gaps in my help content?#
Use Insights. It lists questions the assistant couldn't answer from your articles and the articles visitors rated least helpful, so you know what to write next.