A person’s reply takes the chat
Replying takes over the chat is on by default. When someone on your team writes to a fan in OnlyStack, the AI stops messaging that fan until the chat is handed back. Turn it off and only the Take over from AI item in the chat’s … menu hands a chat to a person. See work with chats. While a person has a chat, a band under the fan’s name says who, for example You have this chat. The AI stays out until it is handed back. The Control tag beside his name shows the same.When the chat goes back to the AI
A chat goes back to the AI in three ways:- You hand it back. Hand back to AI gives it to the AI. You can add a note first (Anything the AI should know?), and the agents read it. The agents read it for a while after a person who picked the chat up hands it back.
- Nobody answered him. Give it back to the AI after (min): if a fan writes and nobody on your team answers within this many minutes, the AI takes the chat back so he is never left waiting. A person who answered and is waiting on the fan keeps the chat however long he takes. The band says when: He’s waiting for a reply. If nobody answers by …, the AI takes it back.
- You lent it. Let AI cover… lends the chat to the AI for a while, then it comes back to you. The band reads AI is covering and says until when. I’m back (or Take over) takes it back at once, and so does writing in the chat yourself. The lengths on the buttons are set by “Let AI cover” choices (min): up to four lengths in minutes, separated by commas.
Minimum spend
Minimum spend for fan to be ignored by AI ($) sets an account-wide line: fans who have spent this much in total stop getting AI messages and go to your team, and 0 means the AI talks to everyone. In a chat the band reads Your team handles this fan. with the amount, and nothing hands it back. Change the line in Configuration. This is separate from the Sales Agent’s Hand over above and the Conversation Agent’s Only fans under, which are each agent’s own limit.Send a chat to your team when
The AI reads every message and decides. When one of these fits, it does not reply: the chat goes on the Needs you now list of the Dashboard, with a notification. Each is a switch you can turn on or off.Your own rule
Also send it to your team when takes one short sentence in your own words, for example he asks to meet in real life. The AI reads every message against it the same way it reads the switches. Leave it empty for none. The reason then reads Your own rule for the team.The safety switches
The first three, a fan who may be under 18, self-harm talk and a chargeback threat, are on until you turn them off. Each is about something a person should look at, not a bot, so the chat waits for your team: the AI never takes it back on its own. The other five are off until you turn them on.- Turning a safety switch off stops new hand-offs for that reason, and those chats stay with the AI. A chat it already sent to your team still waits for a person.
- Telegram sends these at once, one by one. See watching and steering.
When nobody picks it up
A chat sent to your team shows as Needs a person until somebody takes it. A banner offers Take it, which means you answer him, and Let the AI handle it, which sends it back without anyone taking it. The same two items are in the chat’s … menu as Take it and Hand back to AI. Wait for the team if nobody takes it decides what happens when nobody does:- Off: if nobody answers within the quiet time above, the AI takes the chat back so he is not left waiting. Chats sent for under 18, self-harm or a chargeback still wait.
- On: the AI keeps out until someone takes it or sends it back.
Where you see hand-offs
- The Dashboard: Chats waiting for a person in Needs you now, and the Handoffs to your team figures, which count Why the AI passed each chat and How they ended.
- The chat itself: the Control tag and the band.
- Telegram, if you linked a chat. See watching and steering.