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Live Agent Takeover

Updated on
June 28, 2024

The Live Agent Takeover feature enhances your Dante AI chatbot by integrating seamlessly with your human support team, turning it into an all-in-one customer support platform. This ensures that your end users receive the most relevant and personal service. Here’s how to enable and customize this feature:

Enabling Live Agent Takeover

  1. First, choose the AI chatbot for which you want to enable the Live Agent Takeover feature.
  2. Navigate to ‘Customize’ on the left sidebar of your dashboard.
  3. Within the ‘Customize’ section, find the Live Agent Takeover step and toggle the feature to ‘On’.

Customizing Feature Details

  • Once enabled, you can customize various aspects of the Live Agent Takeover:
  • Define the time frames during which the live agent takeover is available, matching the availability of your live agents.
  • Craft the specific questions that will be used to ask end users for their email and name. These will be prompted once an end user requests to speak with a live agent.
  • After setting up the details, click ‘Next’ and then ‘Confirm’ to finalize the changes. The Live Agent will now be available for the selected AI chatbot.

Adding Live Agents

  1. Go to the Live Agent Takeover feature accessible from the left sidebar.
  2. Click on Add Live Agent to invite new agents by entering their details and setting appropriate permissions.
  3. Agents will receive an invitation via email and can create their logins at https://live-agent.dante-ai.com/log-in.

Open Live Agent Dashboard

This option allows you to view and manage conversations. All conversations, AI-led or otherwise, are visible to your live agents. Flagged conversations indicate a request for live agent interaction.

Live Agent Dashboard Features

Overview: Monitor ongoing conversations in real time.

Settings: Customize notification settings to control alerts and their delivery.

Quick Responses: Set up predefined responses for frequently asked questions to enhance efficiency.

This feature ensures that your platform can handle all aspects of customer interaction, from automated responses to personalized human support, providing a comprehensive customer support experience.

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