Live Chat: human operators who take over from the bot

What is included

• Unified inbox with open, unassigned, snoozed and resolved states, and filters by channel, tags, priority and team.
• Assignment strategies: manual, round-robin, least busy or by team skills, with per-operator capacity.
• Business hours with out-of-hours auto-replies, SLA thresholds and automatic closing on inactivity.
• Replies with attachments (image, video, audio, document), color-coded tags and custom contact fields.
• Contact panel with duplicate merging and handback to the bot with a summary of the conversation.
• Real-time dashboard and metrics: first response, resolution time, messages per conversation and satisfaction (CSAT).

How it works

1. The administrator turns users into operators and defines how they are notified when a message arrives.
2. The operator claims a conversation from the queue or receives it by auto-assignment; the bot pauses.
3. They reply, tag and resolve; if appropriate, they hand the conversation back to the bot with a summary.

Limits worth knowing

• On WhatsApp, outside Meta's 24-hour window sending fails with a clear notice; only approved templates can be sent.
• Attachment sizes and types depend on each channel and are set by Meta.
• A resolved conversation reopens automatically if the customer writes again.

Frequently asked questions

What happens to the bot when an operator steps in?

The bot stops replying while the human handles the conversation.

How are conversations distributed among operators?

With the strategy you choose: manual, round-robin, least busy or by team skills.

Related features

• WhatsApp chatbots
• Omnichannel messaging
• Security and governance
• See all features