Product history · This record describes the product on the recorded date; it is not a deployment announcement.
Live conversations let the team review visitor messages and take over when the exchange needs a person.
Start with the conversation history
Visitor messages are stored so teammates can review what has already been asked and answered. The team can use that context when the visitor needs a more specific response or a human decision.
- Open the conversation from the workspace.
- Read the earlier messages before replying.
- Take over the exchange when human support is needed.
Make the transition understandable
Human takeover changes who handles the conversation. It gives the team a way to continue the visitor’s existing exchange instead of asking them to restart in a separate support channel.
Plan for team availability
A handoff still depends on someone being available to respond. Establish coverage and review the visitor-facing language so expectations match the team’s operating hours. Test both the assistant and human paths on your website before relying on them for live enquiries.