New
Hand the conversation to a person
Turn on human support for an agent and it hands the conversation to your team when a visitor asks for a person or when it cannot help. While someone from the team is on it, the agent stays quiet.
What shipped
- A new Support tab in the agent editor: turn it on, choose when the agent hands over, and set your business hours.
- A "Talk to a person" button on the chat page and in the widget — always, after the agent's first answer, or never.
- The agent hands over by itself when the visitor asks for a person or when it is stuck, and tells the visitor the team is on its way.
- While a person holds the conversation the agent does not answer; messages wait for your team, on the web, WhatsApp and Telegram alike.
- Outside business hours you choose: the agent keeps helping, or the conversation waits in the queue for the team.
- If nobody from the team replies within 10 minutes the agent comes back and carries on, so no one is left waiting. Set anything from 2 to 120 minutes.
- Configurable from your own code as humanSupport on /v1/products and the update_agent platform tool.
More updates
Saved replies, team presence and automatic assignment
The last pieces for running live support from SuperCognit: canned answers on a slash, an Available / Away switch, new hand-overs assigned to whoever is online, and an Inbox that updates itself.
Know when a visitor is waiting
When a conversation needs a person, the right people hear about it: by email, with a badge on the Inbox and, if they want, a desktop notification.
Reply to visitors from the inbox
Your team can now answer a conversation from the Inbox. The reply reaches the visitor wherever they are talking — the chat page, the widget, WhatsApp or Telegram — signed with the team member's first name.