Take over
- Open Inbox and choose the conversation.
- Press Take over.
- Type your reply and press Send. The visitor sees your first name above your messages.
While you’re in the chat, Chati stays quiet. Chats waiting for a person are marked so you can spot them, and you can take over even when a chat is waiting for someone else.
Hand back or end the chat
- Hand back to AI lets Chati carry on answering.
- End chat closes the conversation. The visitor sees that it has ended, and if they write again a new chat starts.
- Email transcript to visitor sends them a copy, if they gave their email.
Pass a chat to someone else
Use the menu in the chat to pass it to a named teammate. They’re told straight away.
Available and Away
At the top of the Inbox, set yourself to Available or Away. When you’re away, new chats go to the rest of the team, and so do any waiting for you.
Save the visitor as a lead
On the right of the chat you’ll see what you know about the visitor. Press Add to leads to save their name, email and phone so you can follow up. The chat is linked to the lead.
Choose how much Chati does
Each assistant has a mode, shown at the top of the Inbox: AI with takeover (Chati answers and passes chats to your team when needed), AI only (nobody is asked to step in) or People only (your team answers every chat and Chati stays quiet).