Chat Takeover

Feature Release

This is the announcement for an upcoming ASAPP feature. Your ASAPP account team will provide a target release date and can direct you to more detailed information as needed.

Overview

Managers have the ability to take over a chat from either an agent or unassigned chat in the queue.  Managers will then be able to service the chat from Agent Desk.

Confirmation modal will appear:

Use and Impact

Chat Takeover provides managers with the ability to take over both live chats and queued chats. This capability impacts the following way:

• Close chats where this issue has been resolved but still hasn’t been dispositioned
• Take over complex or convoluted chats
• Take on part of the queue traffic in high traffic situations

How it Works

Managers can takeover a chat by navigating to a specific conversation in Live Insights. Then clicking on the specific conversation to open up the transcript area of the conversation. The user can then click on the Takeover button in the upper left hand corner. The user will be asked to confirm whether they are sure they want to takeover the chat. Once the chat has been transferred to the user they will be notified. There is no limit to the number of chats that a user can takeover. After that, Admins continue the chat and can manage it at will. User need to ensure that they have access to Agent Desk in order to service the chat that they have takeover. Users are granted access to the takeover functionality through permissions set up by ASAPP.