Operate customer conversations
Review an AI conversation, take it over, reply, and return it to AI safely.
Scenario and success criteria
Example: AI hands a reservation change exception to an agent. The agent reviews the customer, reservation, earlier messages, attachments, and AI sources. The agent takes over and offers valid times. After the change, the agent resolves the conversation or returns later routine questions to AI.
Review first response time, agent takeover rate, time to resolution, and reopened conversations. Do not review speed alone. Confirm that the question was resolved and that an incorrect automated answer does not repeat.
Before you start
- Select an organization where you can reply to customers.
- Confirm that your role grants access to customer details and earlier messages.
Open a priority conversation
Open Conversations, then review recent activity and status. Select an open conversation or one with new activity first.
Review the context
Review the customer, earlier messages, attachments, and AI sources. When several routes exist, check the current focus and committed route.
Take over before replying
Select Take over when a person needs to answer. Confirm that AI replies stop. Write the message, then attach required images or files.
Set the follow-up status
Select Pending when you need a reply. Use Snoozed for a later review. Select Closed when the current question is complete.
Return the conversation to AI
Select Hand over when AI can handle the next question. An agent must take over again before sending another message.
Use focus to compare candidates before committing a route. Routing can change later conversation and reservation context. Confirm the customer choice first.
Check the result
- The correct owner answered the latest customer message.
- You can identify whether AI or an agent controls the conversation.
- The status matches the required follow-up.
- Any committed route matches the customer choice.