Work with customers

Operator conversations

Operators can work with customer chats when a bot flow needs a person. They can take over, hand off, and close dialogs as the conversation changes.

Operator conversation workspace
A dialog handled by an operator.

Reply as an operator

Operator chat gives a person a place to work with a customer dialog. It is used when the conversation requires an operator.

  • Work in operator chat
Operator chat interface
An operator conversation.

Control dialog ownership

An operator can take over a dialog or hand it off. Close the dialog when the work is complete.

  • Take over dialogs
  • Hand off dialogs
  • Close dialogs
Dialog assignment controls
Taking over and handing off a dialog.

Related features

Bring operators into the dialog

Create an account to work with customer conversations.

Create account