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Feature Release

This is the announcement for an upcoming ASAPP feature. Your ASAPP account team will provide a target release date and can direct you to more detailed information as needed.

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Overview

Managers have the ability to take over a chat from either an agent or an unassigned chat in the queue. Managers will then be able to service the chat from Agent Desk.
A confirmation modal will appear:

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Use and Impact

Chat Takeover provides managers with the ability to take over both live chats and queued chats. This capability impacts the following ways:
  • Close chats where the issue has been resolved but still hasn’t been dispositioned.
  • Take over complex or convoluted chats.
  • Handle part of the queue traffic in high-traffic situations.

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How it Works

Managers can take over a chat by navigating to a specific conversation in Live Insights and clicking on it to open the transcript area. The user can then click on the Takeover button in the upper left-hand corner. A confirmation prompt will appear to ensure the user wants to take over the chat. Once the chat has been transferred, the user will be notified. There is no limit to the number of chats a user can take over. After that, admins can continue the chat and manage it at will. Users need to ensure they have access to Agent Desk to service the chat they have taken over. Access to the takeover functionality is granted through permissions set up by ASAPP.