Take over a conversation
Your receptionist handles written conversations on its own. When you would rather answer a customer yourself, take over the conversation. From that moment your receptionist stays quiet in that thread, and you can type replies from the Inbox.
Which conversations you can take over
You can take over any written conversation: text messages, website chat, WhatsApp, Messenger and Instagram.
You cannot take over a phone call, and website forms have no thread to take over. Those leads show Call and other follow-up buttons instead.
Take over
- Open Inbox › All conversations.
- Select the conversation.
- At the top of the thread you will see "AI is handling this conversation". Select Take Over.
- The bar changes to "You have control" and a message box appears under the thread.
- Type your reply and select Send Message.
What happens while you have control
- Your receptionist does not reply in this conversation. New messages from the customer still arrive in the thread and mark it unread.
- Your teammates see "Handled by" with your name, so they know who has it.
- Your replies appear in the thread labeled "You". A teammate's replies show as "Team member".
- Other conversations are not affected. Your receptionist keeps answering everyone else.
Hand it back
When you are done, select Return to AI at the top of the thread. Your receptionist picks up the conversation again from the next customer message.
A conversation stays with you until someone selects Return to AI. It does not go back on its own.
If a customer is left waiting
If a customer writes in a conversation someone took over and gets no reply for more than an hour, Bectify raises a Customer waiting alert. It appears in the alert feed under Settings › Notifications with a link to Open the conversation, and it is emailed to the people who receive your lead alerts.
If Take Over does not work
If you see "Failed to update conversation mode. Please try again.", the change was not saved. Select Take Over again.