Intervened Chats are conversations where a human agent has taken over after a chatbot interaction—typically when the bot cannot resolve the query or the user requests human support.

🤖➡👨‍💼 How do chats become “Intervened”?

1. The conversation begins with the chatbot handling initial queries.
2. If the chatbot fails to resolve the issue or the user asks for an agent, the chat becomes a Requesting Chat.
3. A live agent clicks “Intervene” to take control of the conversation.

🛠️ What happens during Intervened Chats?

• The agent types and sends messages directly to the user.
• They can ask clarifying questions, provide information, or take actions the bot cannot perform.
• The agent has access to chat history and tags for context.

✅ When is an Intervened Chat complete?

Once the query is resolved:

• The agent clicks “Resolve” to close the conversation.
• The chat may return to the chatbot if more automation is enabled (e.g., feedback collection or ending flows).

💡 Why it matters

Intervened Chats ensure:

• Higher resolution rates for complex or sensitive issues
• Faster assistance when automation hits a limit

What are Intervened Chats?

Once the Requesting Chats are intervened, they go from the Requesting Column to the Intervened Column. Here, the chatbot is no longer active and it has become a pure Live Chat system. The Agents can reply to the user’s query and once they are done, they just need to click on the ‘Resolve’ button on the top to transfer the chat again to the chatbot. This brings the chat back to the Active column. Similar to Requesting Chats, Intervened Chats also stays in the top bar as well.