Following a conversation and taking over from the agent

Ongoing conversations are followed under MAYA then Sales Agent, and MAYA then Support Agent. From a conversation, you can take over.

As soon as a person takes over the conversation, or replies in it, the agent goes quiet. A dated internal note records it; the customer receives at most one short message saying a team member is handling the request.

The return to the agent is set in Administration, Artificial intelligence section, then Human takeover. By default: 30 minutes after a takeover with no reply, 30 minutes after the person’s last message, and 10 minutes when the customer is waiting for a reply that does not come.

If you turn off the automatic return, the conversation stays with the person with no time limit. A customer who writes then receives an honest message, and the person is notified.

The MAYA then Overdue screen shows the questions waiting for a human reply beyond the expected delay.